Senior Customer Protection Officer

About the role

The Senior Customer Protection Officer will shape and oversee customer‑centric policies for a Lebanese banking institution, ensuring transparency, regulatory compliance and high‑quality service. The role involves handling customer claims, educating staff and reporting to senior management.

Key responsibilities

• Develop and update policies in line with the Principles of Banking and Financial Operations and Lebanese regulations issued by Banque du Liban and the Banking Control Commission.
• Review advertising, brochures, contracts, account statements and other customer‑facing documents, recommending improvements for clarity and regulatory alignment.
• Create and maintain a simple key‑facts statement for products and services, ensuring customers receive and sign it.
• Design and support customer awareness and education programmes, including materials and campaigns.
• Receive, document and investigate customer claims, provide recommendations and communicate outcomes promptly.
• Collaborate on employee training programmes focused on customer interaction, product suitability and risk communication.
• Prepare quarterly reports on claim trends, handling and outcomes, and advise on policy enhancements.
• Escalate critical claims with reputational or financial impact to the General Manager and share major cases with the Board of Directors.

Required profile

• Bachelor’s degree in finance, law, business or a related discipline.
• Minimum 4 years of experience in customer protection or a comparable role within banking or financial services.
• Professional fluency in Arabic and English.
• Deep knowledge of Lebanese financial regulations and customer protection legislation.
• Strong analytical, problem‑solving and communication abilities.
• High attention to detail and commitment to ethical standards.

Required skills