Role & responsibilities
Log, acknowledge, and manage customer complaints within agreed service levels and regulatory timelines.
Investigate complaints thoroughly to identify root causes and recommend appropriate resolutions.
Take ownership of complaints from receipt through to resolution, ensuring a positive customer experience.
Conduct detailed root cause analysis and provide actionable insights to support business improvements.
Collaborate with internal departments and stakeholders to obtain information and ensure prompt complaint resolution.
Identify complaint trends and share recommendations for process enhancements and preventive actions.
Support team members in managing complaint volumes and achieving internal performance targets.
Ensure all complaint handling activities comply with company policies and applicable regulatory requirements.
Preferred candidate profile
Experience in Financial Services, Insurance, or Banking.
Proven experience in customer service and complaint handling.
Excellent verbal and written communication skills.
Robust analytical, investigative, and problem-solving abilities.
Ability to identify root causes and recommend process improvements.
Customer-centric approach with empathy and professionalism.