📌 Core Information
🔹 Job Title: Senior Client Engagement Specialist, Complaints (UAE National)
🔹 Company: Commercial Bank of Dubai (CBD)
🔹 Location: Dubai, Dubai, United Arab Emirates
🔹 Job Type: Full-time
🔹 Category: Banking
🔹 Date Posted: April 8, 2025
🔹 Experience Level: 5-10 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Managing high-priority customer complaints and ensuring resolution
- Collaborating with business units to identify and implement process improvements
- Overseeing the complaints team and motivating team members
- Acting as a single point of contact for complaining customers and driving excellence in client engagement
ASSUMPTION: This role requires a high level of customer service skills, problem-solving abilities, and the capacity to manage multiple priorities effectively.
📋 Key Responsibilities
✅ Manage high-priority customer complaints, ensuring resolution within the specified timeframe
✅ Collaborate with business units to identify root causes of complaints and drive process improvements
✅ Oversee the complaints team, managing capacity and motivating team members
✅ Act as a single point of contact for complaining customers, driving excellence in client engagement
✅ Handle backup functions for complaints handling and assist colleagues in daily tasks as assigned
ASSUMPTION: The role involves handling sensitive customer information and requires a high degree of professionalism and diplomacy.
🎯 Required Qualifications
Education: University degree or equivalent
Experience: 5-6 years in the financial services industry with a strong understanding of banking products, processes, and procedures from a front-end perspective
Required Skills:
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Proven experience in complaint resolution and process improvement
- Ability to manage multiple priorities effectively
- Fluency in English (Arabic is a plus)
Preferred Skills:
- Knowledge of banking systems and processes
- Experience in a similar role within the banking industry
- Familiarity with customer relationship management (CRM) systems
ASSUMPTION: Given the nature of the role, candidates with relevant experience in customer service, complaint resolution, or process improvement are likely to be successful.
💰 Compensation & Benefits
Salary Range: AED 25,000 - 35,000 per month (Estimated, based on industry standards for similar roles in Dubai)
Benefits:
- Health insurance
- Life insurance
- Retirement plan
- Employee discounts on banking services
Working Hours: Sunday to Thursday, 9:00 AM to 5:00 PM (40 hours per week)
ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles in Dubai. The actual salary may vary depending on the candidate's experience and qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Banking
Company Size: 1,001-5,000 employees
Founded: 1964 (Operating in the UAE since then)
Company Description:
- Commercial Bank of Dubai (CBD) is one of the leading banks in the UAE, offering innovative and bespoke personal banking and business banking services
- CBD manages the financial requirements of some of the largest corporates and businesses operating in the UAE, driving the UAE economy
- CBD has won multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features, and services
Company Specialties:
- Personal Banking
- Commercial and Corporate Banking
- Conventional Banking
- Islamic Banking
- Credit Cards
- Digital Banking
- Personal Loans
- Investment Banking
- Consumer Banking
- Retail Banking
- and Deposits
Company Website: http://www.cbd.ae
ASSUMPTION: CBD is a well-established bank in the UAE with a strong focus on digital innovation and customer service.
📊 Role Analysis
Career Level: Mid-level to senior
Reporting Structure: Reports directly to the Senior Manager, Complaints
Work Arrangement: On-site, full-time
Growth Opportunities:
- Potential progression to a managerial role within the complaints team or related departments
- Opportunities to gain experience in process improvement and stakeholder management
- Possibility to work on high-priority complaints and engage with senior stakeholders
ASSUMPTION: This role offers opportunities for professional growth and development within the banking industry.
🌍 Location & Work Environment
Office Type: Modern banking environment with state-of-the-art facilities
Office Location(s): Deira, Port Saeed Area, Dubai, Dubai 2668, AE and King Abdul Aziz Road, Sharjah, Ash Shariqah, AE
Geographic Context:
- Dubai is a vibrant, multicultural city with a thriving business environment
- The UAE offers a tax-free income and a high standard of living
- The banking industry in the UAE is dynamic and competitive, with numerous opportunities for career growth
Work Schedule: Sunday to Thursday, 9:00 AM to 5:00 PM (40 hours per week) with the possibility of working additional hours to handle high-priority complaints
ASSUMPTION: The work environment at CBD is professional and fast-paced, with a strong focus on customer service and excellence.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- Face-to-face interview with the hiring manager
- Background check and reference verification
- Job offer
Key Assessment Areas:
- Customer service skills and experience
- Problem-solving abilities
- Process improvement mindset
- Stakeholder management skills
- Fluency in English (Arabic is a plus)
Application Tips:
- Tailor your resume to highlight relevant experience in customer service, complaint resolution, or process improvement
- Prepare examples of how you have handled difficult customers or resolved complex complaints in the past
- Demonstrate your understanding of banking processes and products during the interview
- Show enthusiasm for the role and a commitment to customer service excellence
ATS Keywords: Customer Service, Complaint Resolution, Process Improvement, Stakeholder Management, Banking, Problem-Solving, Arabic, English
ASSUMPTION: The application process at CBD is competitive, and candidates with relevant experience and strong interview skills are likely to be successful.
🛠️ Tools & Technologies
- Customer Relationship Management (CRM) systems
- Banking systems and processes
- Microsoft Office Suite
- Email and telephony systems
ASSUMPTION: Familiarity with banking systems and processes, as well as CRM systems, is likely to be an advantage in this role.
👔 Cultural Fit Considerations
Company Values:
- Customer-centricity
- Integrity
- Excellence
- Innovation
- Collaboration
Work Style:
- Professional and customer-focused
- Fast-paced and dynamic
- Collaborative and team-oriented
- Adaptable and flexible
Self-Assessment Questions:
- Do you have a proven track record of delivering excellent customer service in a high-pressure environment?
- Are you able to manage multiple priorities effectively and work well under pressure?
- Do you have strong problem-solving abilities and a process improvement mindset?
- Are you comfortable working with senior stakeholders and managing their expectations?
ASSUMPTION: Candidates who align with CBD's company values and work style are likely to be successful in this role.
⚠️ Potential Challenges
- Handling high volumes of customer complaints and ensuring timely resolution
- Managing difficult customers and maintaining a professional demeanor
- Identifying root causes of complaints and driving process improvements
- Working with senior stakeholders and managing their expectations
- Adapting to a fast-paced and dynamic work environment
ASSUMPTION: The role presents unique challenges that require a high level of customer service skills, problem-solving abilities, and adaptability.
📈 Similar Roles Comparison
- This role is similar to a Customer Service Manager or a Complaint Resolution Specialist in a banking environment
- However, this role has a stronger focus on process improvement and stakeholder management
- Career progression in this role could lead to managerial positions within the complaints team or related departments
ASSUMPTION: While this role shares similarities with other customer service and complaint resolution roles, it also presents unique opportunities for growth and development within the banking industry.
📝 Sample Projects
- Implementing a new process to reduce the incidence of a specific type of customer complaint
- Conducting a root cause analysis of a recurring complaint and driving process improvements to address it
- Developing a customer engagement strategy to improve service recovery and enhance customer satisfaction
ASSUMPTION: These sample projects are designed to give candidates an idea of the types of initiatives they might work on in this role.
❓ Key Questions to Ask During Interview
- What are the most common types of customer complaints in this role, and how can I best address them?
- How does this role collaborate with other departments to drive process improvements and enhance customer service?
- What opportunities are there for professional growth and development within the complaints team or related departments?
- How does the company support employees in maintaining a healthy work-life balance, given the nature of this role?
- What are the key performance indicators (KPIs) for this role, and how are they measured?
ASSUMPTION: These interview questions are designed to help candidates better understand the role and assess their fit with the company's culture and work environment.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume to highlight relevant experience in customer service, complaint resolution, or process improvement
- Prepare a cover letter explaining your interest in the role and how your skills and experience make you a strong fit
- Prepare for the interview by researching the company and practicing common interview questions
- Follow up with the hiring manager one week after the interview to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
