Officer Complaint Management

Job Title: Officer Complaint Management

Department: Customer Experience – Complaint Management Unit (CMU)

Job Overview

The Officer Complaint Management is responsible for managing the end-to-end complaint handling process, ensuring timely resolution of customer complaints in line with the Bank’s Complaint Management Policy, internal SLAs, and regulatory requirements of the State Bank of Pakistan (SBP) and Banking Mohtasib Pakistan (BMP). The role acts as the focal point between customers, internal departments, and regulators to ensure complaints are investigated, resolved, communicated, and closed within prescribed TAT.

Key Responsibilities

• Register, categorize, and document customer complaints received through approved channels.
• Monitor complaint lifecycle and ensure resolution within internal and regulatory timelines.
• Follow up with departments on pending complaints and escalate overdue/high-priority cases.
• Liaise with Operations, Product, Cards, IT, Compliance, Fraud Risk, Finance, and other units for investigation and resolution.
• Communicate complaint outcomes to customers via calls, emails, letters, or other approved channels.
• Manage complaints received from SBP, BMP, and other regulators, ensuring timely and compliant responses.
• Prepare daily, weekly, monthly, and annual complaint MIS reports, including RCA and trend analysis.
• Conduct Root Cause Analysis (RCA) for recurring issues and recommend corrective/preventive actions.
• Ensure compliance with SBP regulations, BMP requirements, and internal Complaint Management Policy.
• Maintain audit-ready complaint records and uphold confidentiality of customer information.

Experience Required

• 2–4 years of relevant experience in Complaint Management, Customer Experience, Contact Center Operations, Banking Operations, or Customer Service.
• Prior experience in handling SBP and BMP complaints will be preferred.
• Bachelor’s degree in Business Administration, Banking & Finance, Commerce, Economics, or related discipline.
• Master’s degree will be an added advantage.

Skills & Competencies

• Strong knowledge of SME banking, credit analysis, and Shariah‑compliant financing solutions.
• Ability to draft comprehensive credit proposals aligned with RAC, Shariah principles, and regulatory requirements.
• Experience in monitoring SME financing portfolios, identifying risks, and recommending corrective actions.
• Strong understanding of SBP regulations, Shariah governance, and internal risk management standards.

Raqami is committed to building a diverse, equitable, and inclusive workplace. We welcome applications from qualified candidates of all backgrounds and are dedicated to providing equal employment opportunities for all.