Customer Care Officer

About the Role

The Trade Bank of Iraq (TBI) is looking for a committed and service-focused Customer Care Officer to join its Saudi Arabia Branch in Riyadh. This position serves as the frontline contact for all customer interactions, ensuring enquiries, requests, and complaints are addressed efficiently, accurately, and courteously. Strict compliance with Saudi Central Bank (SAMA) rules on customer protection and complaint resolution timelines is essential.

Key Responsibilities

• Manage and respond to customer inquiries and service demands via approved channels like phone, email, and walk-ins.
• Promptly record complaints in the complaint management system, providing customers with reference numbers and acknowledgment per regulatory standards.
• Coordinate investigations with departments to collect necessary data and resolve complaints within SAMA’s deadlines.
• Communicate resolution outcomes professionally and confirm customer satisfaction.
• Refer complex or high-risk issues to management and Compliance as per escalation procedures.
• Maintain comprehensive records of complaints, calls, and case files adhering to the Bank’s retention policies.
• Generate regular reports on complaint data, resolution times, and pending issues for management and regulators.
• Analyze recurring service problems to identify root causes and suggest improvements to products and processes.
• Assist customers with account-related requests, document provision, and product information while following approved protocols.
• Verify customer identity in compliance with KYC and information security standards before sharing account details.
• Report suspicious activities or potential fraud to Compliance and Anti-Fraud units.
• Uphold service standards, confidentiality, and internal policies at all times.
• Support customer awareness initiatives and contribute to continuous enhancement of service quality.

Candidate Requirements

• Education: Bachelor’s degree in Business Administration, Finance, Marketing, or related discipline from an accredited university.
• Professional Certifications: Customer service, banking fundamentals, or CME-1 certification is advantageous or willingness to pursue.
• Experience: Between none to one year in customer service, call centers, banking, or regulated sectors is desired; fresh graduates with strong academic results and relevant internships will be considered.
• Knowledge of SAMA customer protection and complaints management is a plus.
• Skills: Fluent communication in Arabic and English, patience, professionalism in challenging situations, strong active listening, precise documentation, organizational ability, and strict confidentiality.
• Computer proficiency: Skilled in Microsoft Office suite (Word, Excel, Outlook), familiarity with complaint management or CRM software is a plus.