Customer Care Professional

About Mora Finance

Mora Finance is seeking a Complaint Handling Specialist to join its Customer Care team in Riyadh, Saudi Arabia. This is a full-time position focused on ensuring customer satisfaction and regulatory compliance.

Role Overview

The Complaint Handling Specialist is responsible for managing and resolving customer complaints submitted through the Saudi Central Bank (SAMA). This role ensures that all complaint resolution processes adhere to applicable SAMA regulations, circulars, customer protection requirements, and established service level agreements (SLAs).

Key Responsibilities

• Handle and investigate SAMA customer complaints from initial receipt through to final closure.
• Review customer cases, supporting documentation, and relevant records thoroughly.
• Coordinate with various internal departments to investigate complaints and gather accurate information for responses.
• Prepare clear, professional, and compliant responses to both customers and regulatory bodies.
• Monitor complaint SLAs to ensure timely resolution and escalate cases as needed.
• Maintain accurate records of all complaints and follow up on outstanding cases.
• Identify recurring issues, contribute to root cause analysis, and report on complaint trends.
• Ensure strict compliance with SAMA regulations, circulars, and customer protection requirements.
• Prepare complaint-related reports and provide management with relevant insights.

Qualifications and Experience

• Proven hands-on experience in handling SAMA complaints is required.
• Good knowledge of SAMA regulations, circulars, and customer protection requirements.

Work Environment

This role is based in Riyadh, Saudi Arabia, and operates within the Customer Care team, focusing on direct customer interaction and regulatory compliance.

Application Process

Candidates who meet the specified qualifications are encouraged to apply.