▪ Review consumer and small business complaints that have not been resolved by the Licensed Financial Institutions.

▪ Identify major issues and explore where additional information from complainants, Licensed Financial Institutions and third parties is required.

▪ Support with resolving financial complaints fairly and efficiently using casework review and evaluation skills.

▪ Understand the complaints registered by the consumers and support the team to devise a potential solution to the consumer complaint.

▪ Assess the complaints and register the eligible complaints on the complaints management system.

▪ Leverage the understanding of Licensed Financial Institutions’ products, operations and systems in resolution of complaints.

▪ Interpret the relevant CBUAE laws and regulations to be able to better resolve consumer complaints.

▪ Manage the development and implementation of effective avenues such as online complaints management systems and a call-center for consumers to seek redressal to issues and concerns.

▪ Identify improvement opportunities in the complaints resolution processes and escalate issues through relevant channels when appropriate. Self-Management Responsibilities

▪ Defines performance goals at the start of the year in discussion with the reporting manager and ensures that the goals are achieved during the course of the year

▪ Identifies the training and development requirements for self and agrees on them with the reporting manager to ensure that the required trainings are arranged and attended 2