Essential Function

• Receiving and processing complaints;

• Updating the complaints management database;

• Liaising with the complaints clients and informing on the status accordingly;

• Organizing and maintaining reports on complaints;

• Handle recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Complaints.

• Investigate complaints thoroughly within a timely fashion; and communicating respectfully on timely manner

• Help to maintain the case management system and flag any system changes that may be required to improve service delivery

• Investigate complaints including reviewing and assessing documents, telephone contact with complainants and advocates.

• The post holder will use appropriate initiatives in the day to day working as it may deal with sensitive and/or speaking with complainants who may be angry or upset.

• Using appropriate methods to investigate sensitive complaints

• Responsible for a caseload of complaints, from initial contact to liaising for providing investigation reports and complaints responses in complying with the Bank complaints handling policy & procedure.

• Ensuring that every customer receives a positive customer experience on every contact.

• Monitoring the implementation of the complaint’s decision, remedy, and recommendations on service delivery at all times.

• Perform other duties as required

Job Requirements

BA/MBA/MA     Marketing and Communication, Business Administration, Management, or equivalent qualifications and Any other related fields 3.5 years of experience in relevant fields,  preferably in banking industry, of which at least one year as relevant officer.

Place of Work: – Addis Ababa

How to Apply

• Only short listed candidates will be communicated

• The Bank has the right to cancel the post advertised

• Interested applicants fulfilling the above requirements are invited to submit their applications only online through CLICK HERE until December 22, 2023.

Enat Bank S.C

Human Capital Management Department Telephone: – 0115522835

Women applicants are highly encouraged