# Customer Complains Officer

> Bank of Jordan · Amman, Jordan · Full-time · Posted 2026-04-08

**Workplace:** on_site

**Department:** Compliance Department

## Description

-   Receive, analyze, and route customer complaints to the relevant departments, including those from regulatory authorities.
-   Handle customer complaints directly, document them, and ensure proper resolution within agreed timelines.
-   Ensure responses to complaints comply with internal policies and procedures.
-   Classify and analyze complaints, identify root causes, and recommend corrective actions to prevent recurrence.
-   Coordinate with concerned departments to resolve issues and improve customer satisfaction.
-   Ensure proper closure of complaints and customer notification through the CX system.
-   Prepare periodic reports on complaints, trends, and key issues.
-   Participate in Business Continuity Plans and emergency response teams as required.

## Requirements

-   Bachelor’s degree in business administration or a related field.
-   Minimum of 3 years’ experience in various banking operations.
-   Good command of English.
-   Knowledge of internal and external policies and procedures and their updates.
-   Basic understanding of the banking market and its different sectors.
-   Proficiency in computer use and relevant systems.
-   Strong knowledge of the bank’s products and services.
-   Professional appearance and good interpersonal skills.
-   Sound judgment, neutrality, and independent thinking.
-   Strong persuasion and interpersonal skills.
-   Planning and organizational abilities.
-   Ability to handle situations arising from conflicting internal information.
-   Excellent communication skills to build and maintain strong relationships with customers, bank departments, and regulatory/supervisory bodies.
-   Strong follow-up, coordination, and problem-solving skills.
-   Teamwork capability.
-   Ability to work under pressure.

## Apply

[Apply at Bank of Jordan](https://apply.workable.com/bank-of-jordan/j/5E101BED4D/apply)

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