مورا للتمويل تعلن عن وظيفة محترف رعاية عملاء في الرياض

We are looking for a Complaint Handling Specialist to join our Customer Care team.

About the Role

The role is responsible for handling and resolving customer complaints received through the Saudi Central Bank (SAMA), ensuring compliance with applicable regulations, circulars, customer protection requirements, and agreed SLAs.

Responsibilities

• Handle and investigate SAMA customer complaints from receipt to closure.
• Review customer cases, supporting documents, and relevant records.
• Coordinate with internal departments to investigate complaints and obtain accurate responses.
• Prepare clear and professional responses to customers and regulatory requests.
• Monitor complaint SLAs and ensure timely resolution and escalation when required.
• Maintain accurate complaint records and follow up on outstanding cases.
• Identify recurring issues and contribute to root cause analysis and complaint trends.
• Ensure compliance with SAMA regulations, circulars, and customer protection requirements.
• Prepare complaint-related reports and support management with relevant insights.

Qualifications

• Proven hands-on experience in handling SAMA complaints is required.
• Good knowledge of SAMA regulations, circulars, and customer protection requirements.

Required Skills

• Strong investigation, analytical, communication, and report-writing skills.
• Experience with complaint management systems and Microsoft Office.
• Ability to work under deadlines and manage multiple cases effectively.