Client Complaints Executive
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Key skills for this role
About the Role
Delta International Institute seeks a proactive Client Complaints Executive with Forex brokerage experience to manage and resolve client complaints in Dubai. The role involves investigating complaints, maintaining records, preparing responses, and ensuring compliance with regulations.
Key Skills for This Role
Responsibilities
- Receive, acknowledge, investigate, and resolve customer complaints through various channels
- Maintain an accurate complaints register and document all cases
- Prepare professional written responses to clients regarding complaint outcomes
- Escalate complex or regulatory related complaints to Compliance Manager
- Identify recurring complaint trends and recommend corrective actions
- Assist in preparing periodic complaints reports for senior management
Requirements
- Experience in Forex brokerage industry
- Proactive and detail oriented
- Ability to manage and resolve client complaints in a timely, professional, and compliant manner
Full Job Posting
About the Role
- We are seeking a proactive and detail oriented Client Complaints Executive with experience in the Forex brokerage industry to join our team in Dubai.
- The ideal candidate will be responsible for managing and resolving client complaints in a timely, professional, and compliant manner while ensuring adherence to company policies and applicable regulatory standards.
Key Responsibilities
- Receive, acknowledge, investigate, and resolve customer complaints received through email, phone, live chat, CRM, or other communication channels.
- Maintain an accurate complaints register and ensure all cases are documented with complete details.
- Ensure complaints are resolved within the timelines specified by company policies and regulatory guidelines.
- Prepare professional written responses to clients regarding complaint outcomes.
- Escalate complex, high risk, or regulatory related complaints to the Compliance Manager.
- Identify recurring complaint trends and recommend corrective actions to improve customer experience.
- Monitor complaint resolution quality and ensure consistency in decision making.
- Maintain confidentiality of customer information and company records.
- Assist in preparing periodic complaints reports for senior management and regulatory purposes.
- Support internal audits and compliance reviews related to customer complaints.
- Ensure all complaint handling processes comply with applicable financial regulations and internal policies.
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