Customer Care Officer

Job Announcement: Customer Care Officer – Trade Bank of Iraq, Saudi Arabia Branch (Saudization)Job Title: Customer Care Officer Location: Riyadh, Saudi Arabia Department: Customer Care Reporting to: Chief Operating Officer – Saudi Arabia Branch How to ApplyInterested candidates should submit their resume to: ( Jobs@tbisa.sa )Closing date for applications: 10 September 2026Only shortlisted candidates will be contacted. Job BriefThe Trade Bank of Iraq (TBI) is seeking a professional and service-oriented Customer Care Officer to join its Saudi Arabia Branch, with responsibility for handling customer enquiries, service requests, and complaints across the Branch's service channels, and for ensuring that every customer interaction is managed promptly, accurately, and courteously.This role is a key point of contact between the Branch and its customers, and is essential to ensuring full compliance with the Saudi Central Bank (SAMA) customer protection principles and complaint-handling requirements, including the resolution of complaints within the timeframes set by the regulator. The Customer Care Officer will log and track cases through to closure, coordinate with Operations, Corporate Banking, Compliance, and IT to resolve issues, and highlight recurring service problems for management attention.The ideal candidate will demonstrate excellent communication and interpersonal skills, patience and professionalism when handling difficult situations, strong attention to detail, and the ability to work effectively in a fast-paced, highly regulated banking environment.Key Responsibilities•      Receive, handle, and respond to customer enquiries and service requests received through the Branch's approved channels, including telephone, email, and in-person visits.•      Register all customer complaints in the complaints management system accurately and without delay, and issue the customer with a reference number and acknowledgement in line with regulatory requirements.•      Investigate complaints by coordinating with the relevant departments, obtain the required information and supporting documents, and ensure resolution within the timeframes set by SAMA.•      Communicate outcomes and resolutions to customers clearly and professionally, in writing where required, and confirm customer satisfaction with the resolution.•      Escalate complex, sensitive, or high-risk cases to the line manager and the Compliance function in line with the approved escalation matrix.•      Maintain complete and accurate complaint files, call logs, and case records in line with the Bank's record-retention requirements.•      Prepare periodic complaint statistics and reports, including volumes, categories, resolution times, and outstanding cases, for management and for regulatory submission.•      Analyse recurring complaints and service issues, identify root causes, and recommend improvements to processes, products, and service standards.•      Support customers with account-related service requests, statements, certificates, and general product and service information, in line with approved procedures.•      Verify customer identity in accordance with the Branch's KYC and information security requirements before disclosing any account information.•      Identify and report any suspicious behaviour, potential fraud attempts, or social engineering attempts to the Compliance and Anti-Fraud functions.•      Adhere to the Bank's service standards, customer protection principles, confidentiality obligations, and approved policies and procedures at all times.•      Contribute to customer awareness initiatives and support the ongoing improvement of the Branch's service quality.Applicant RequirementsEducation:•      Bachelor's degree in Business Administration, Finance, Marketing, or a related field from an accredited institution.Professional Certifications:•      Certification in customer service, banking fundamentals, or CME-1 is an advantage, or the willingness to obtain one.Experience:•      0 to 1 year of experience in customer service, customer care, call centre, or banking operations.•      Experience within banking, a financial institution, or another regulated service environment is preferred.•      Familiarity with SAMA customer protection principles and complaint-handling requirements is an advantage.•      Fresh graduates with strong academic records and relevant internship or training experience may be considered.Skills:•      Excellent verbal and written communication skills in Arabic and English.•      Strong interpersonal skills, patience, and the ability to remain professional and composed when handling difficult or escalated situations.•      Strong listening skills and the ability to understand customer needs accurately.•      High level of accuracy and attention to detail in recording and documenting cases.•      Strong organizational skills and the ability to manage multiple cases and deadlines simultaneously.•      High level of integrity, discretion, and respect for customer confidentiality.•      Proficiency in Microsoft Office (Word, Excel, Outlook).•      Familiarity with complaints management or CRM systems is an advantage.