# Customer Complains Officer

**Company:** [Bank of Jordan](http://jobs.workable.com/companies/bT1HoEkwDbsY1u1EPnfEzL.md)
**Location:** Amman, Jordan
**Workplace:** on site
**Employment type:** Full-time
**Department:** Compliance Department

[Apply for this job](http://jobs.workable.com/view/5373b63f-19ab-49b7-99b5-5113080e7283)

## Description

-   Receive, analyze, and route customer complaints to the relevant departments, including those from regulatory authorities.
-   Handle customer complaints directly, document them, and ensure proper resolution within agreed timelines.
-   Ensure responses to complaints comply with internal policies and procedures.
-   Classify and analyze complaints, identify root causes, and recommend corrective actions to prevent recurrence.
-   Coordinate with concerned departments to resolve issues and improve customer satisfaction.
-   Ensure proper closure of complaints and customer notification through the CX system.
-   Prepare periodic reports on complaints, trends, and key issues.
-   Participate in Business Continuity Plans and emergency response teams as required.

## Requirements

-   Bachelor’s degree in business administration or a related field.
-   Minimum of 3 years’ experience in various banking operations.
-   Good command of English.
-   Knowledge of internal and external policies and procedures and their updates.
-   Basic understanding of the banking market and its different sectors.
-   Proficiency in computer use and relevant systems.
-   Strong knowledge of the bank’s products and services.
-   Professional appearance and good interpersonal skills.
-   Sound judgment, neutrality, and independent thinking.
-   Strong persuasion and interpersonal skills.
-   Planning and organizational abilities.
-   Ability to handle situations arising from conflicting internal information.
-   Excellent communication skills to build and maintain strong relationships with customers, bank departments, and regulatory/supervisory bodies.
-   Strong follow-up, coordination, and problem-solving skills.
-   Teamwork capability.
-   Ability to work under pressure.