The Complaints Analyst is responsible for the end-to-end management, investigation, and resolution of customer complaints in line with CBUAE Consumer Protection Regulations and Standards. The role ensures fair customer outcomes, regulatory compliance, timely resolution, accurate reporting, and identification of root causes and conduct risks arising from complaints.

Complaint Intake & Case Management:

• Receive, log, and acknowledge complaints through all approved channels (branch, call center, digital, email, Sanadak).

• Classify complaints by product, root cause, risk severity, and regulatory impact.

• Maintain accurate records in the complaints management system.

Investigation & Resolution:

• Conduct fact-based investigations across lending, payments, cards, deposits, collections, and digital products.

• Liaise with business, operations, and legal teams to gather evidence.

• Ensure resolutions are fair, consistent, and compliant with internal policies and regulatory standards.

• Draft clear, regulator-ready response letters.

Regulatory Timelines & Escalations:

• Ensure complaints are resolved within CBUAE-mandated timelines.

• Manage escalations, including:   

  
  

  a) Unresolved or high-risk complaints

  b) Referred cases from Sanadak or other authorities

  
  

• Track and report overdue or breached cases.

Root Cause & Conduct Risk Analysis:

• Perform root cause analysis (RCA) to identify systemic issues.

• Identify conduct risk, control gaps, or recurring customer detriment.

• Recommend corrective actions to prevent recurrence.

Reporting & Management Information (MI):

Prepare complaints MI and dashboards, including: ·       Volumes and trends ·       Product-wise and cause-wise breakdowns ·       Turnaround times and breaches ·       Regulatory and high-risk complaints

Regulatory, Audit & Inspection Support:

• Support CBUAE inspections, Internal Audit, and External Audit related to complaints handling.

• Maintain audit-ready documentation and evidence.

• Track and support closure of complaints-related findings.

Policy Adherence & Continuous Improvement:

• Ensure compliance with Consumer Protection Regulations, Standards, and internal complaints policy.

• Support updates to policies, SOPs, and customer communications.

• Contribute to training and awareness on fair treatment of customers.