Client Complaints Executive

About the Role

Delta International Institute is looking for a motivated and meticulous Client Complaints Executive experienced in the Forex brokerage sector to join our Dubai-based team. The person will handle customer grievances promptly and professionally, adhering strictly to company policies and regulatory requirements.

Key Duties

• Promptly receive and acknowledge complaints from clients via various channels such as email, phone, live chat, or CRM systems.
• Thoroughly investigate and resolve the issues, documenting all complaints with detailed records in the complaints register.
• Ensure timely resolution of complaints in accordance with company and regulatory timelines.
• Draft professional responses to clients communicating the outcomes of their complaints.
• Escalate intricate, high-risk, or regulatory compliance-related complaints to the Compliance Manager efficiently.
• Analyze patterns in recurring complaints and propose corrective measures to enhance customer satisfaction.
• Monitor the consistency and quality of complaint resolution decisions across cases.
• Safeguard the confidentiality of customer details and company data at all times.
• Contribute to preparing periodic reports on complaint handling for senior leadership and regulatory bodies.
• Assist with internal audits and compliance checks focused on complaint management.
• Ensure that all procedures for complaint handling align with relevant financial regulations and internal company policies.