Customer Complaints Officer (Saudi Arabia)

About the role

The Customer Complaints Officer will lead the development and implementation of policies that protect customers, enhance financial awareness, and manage complaints in line with regulatory requirements. This role ensures the bank’s services are transparent and that customer issues are resolved efficiently.

Key responsibilities

• Develop and update policies on customer protection, financial education, and complaint handling.
• Establish mechanisms to inform customers about product risks and support informed decisions.
• Maintain complaint channels compliant with Saudi Central Bank guidelines and keep detailed records.
• Receive, acknowledge, and investigate complaints within regulatory timeframes.
• Coordinate referral of complex complaints to relevant departments and monitor resolution.
• Analyse complaint statistics, identify root causes, and recommend corrective actions.
• Prepare consolidated reports for regulatory submission and internal review.
• Handle inquiries on banking awareness, ensuring accurate and clear responses.
• Ensure availability of clear service information across all platforms and physical locations.
• Respond to regulatory correspondence within stipulated deadlines.
• Participate in relevant conferences, seminars, and workshops.
• Manage unit expenses in line with the approved budget.

Required profile

• Bachelor’s degree in Law, Humanities, Media, Business Administration, Economics, Banking Management, Investment, Accounting or related fields.

Required skills