Recruiter for this role:
Aparna SinghKey Responsibilities
Complaint & Dispute Management:
Act as the primary point of contact for handling client complaints and disputes.
Investigate issues thoroughly, ensuring root cause analysis and fair resolution.
Maintain accurate documentation of all cases, actions taken, and outcomes.
Escalate complex or high-risk disputes to senior management when necessary.
SLA & Performance Management:
Monitor and manage complaint resolution timelines to meet strict client SLAs.
Track case progress proactively, ensuring deadlines are consistently achieved.
Provide regular reporting on SLA adherence, resolution rates, and client satisfaction.
Identify risks of SLA breaches early and implement corrective actions.
Client Communication & Relationship Management:
Deliver transparent, empathetic, and professional communication to clients throughout the dispute process.
Keep clients informed of progress and resolution outcomes in a timely manner.
Build trust by demonstrating accountability and transparency in handling disputes.
Continuous Improvement & Risk Mitigation
Analyse complaint trends to identify recurring issues and recommend process improvements.
Collaborate with internal teams (operations, compliance, legal, etc.) to address systemic problems.
Contribute to policy and procedure updates to strengthen dispute management frameworks.
Support training initiatives to enhance complaint-handling skills across the team.
Compliance & Governance:
Ensure all complaint-handling activities comply with regulatory requirements and company policies.
Maintain confidentiality and data protection standards in all client interactions.
Knowledge, skills and experience required
Experience working in a client facing account management role or an administration role.
Account support/admin/management experience, gained within any sector preference can be given to individuals with banking or finance experience.
Ability to engage and communicate across diverse internal