Senior Officer/Supervisor - Customer Complaints & Protection Unit

• Receives and records customer’s contractual complaints whether in person, email or through the branch.

• Investigate and follow up with concerned departments/ divisions to provide a feedback or resolve customer complaint.

• Prepares correspondence for customers whose complaints have been addressed which the Manager shall review and sign; further, in lieu of cases being delayed.

• Liaises with legal division for all complaints, ensuring the prepared response to the customer is legally protects the interest of the Bank.

• Monitoring the resolution process for all lodged complaints.

•  Aides Manager/ supervisor in ensuring all front liners in Branches, Call Centers and Direct Sales, are aware of the Customer Complaints Unit and have been accordingly trained with the Bank’s approved service standards.

•Receives and response to Central Bank of Kuwait on Customers appeals and inquiries