Complaints Handling Analyst

About the role

Envision Employment Solutions is recruiting a Complaints Handling Analyst for a leading digital bank through its partner network. The role sits in the Customer Care Operations department and involves logging complaints, investigating their root causes, coordinating resolution with business units and drafting clear, compliant responses.

Key responsibilities

• Receive, log and triage incoming customer complaints across all channels
• Investigate complaint root causes and coordinate resolution with relevant business units
• Draft formal responses to customers in line with quality and compliance standards
• Manage escalations to regulatory bodies such as the Central Bank of Emirates (CBE) with the required documentation
• Maintain accurate complaint records and contribute to trend reporting

Required profile

• 1 to 3 years of experience in complaints handling, customer relations or operations within financial services
• Awareness of CBE consumer protection guidelines
• Ability to manage multiple open cases with attention to detail

Required skills

• Strong analytical and investigative skills
• Excellent written communication and documentation skills

To apply, candidates submit through Envision Employment Solutions.