Complaint Handler

Role and Responsibilities

• Record, acknowledge, and handle customer complaints in compliance with agreed service standards and regulatory deadlines.
• Perform thorough investigations into complaints to detect root causes and suggest suitable remedies.
• Take full responsibility for complaints from receipt to resolution, maintaining a satisfactory customer experience throughout.
• Conduct in-depth root cause analysis and deliver meaningful insights to aid business process enhancements.
• Work closely with internal teams and stakeholders to gather necessary information and ensure timely complaint closure.
• Recognize complaint patterns and propose recommendations for process improvements and preventive measures.
• Assist colleagues in managing complaint caseloads and meeting internal performance benchmarks.
• Adhere strictly to company policies and applicable regulatory standards in all complaint handling activities.

Candidate Profile

• Background in Financial Services, Insurance, or Banking sectors.
• Demonstrated experience in customer service and complaint resolution.
• Strong verbal and written communication capabilities.
• Proficient in analytical, investigative, and problem-solving skills.
• Competent in identifying fundamental issues and recommending improvements to processes.
• Customer-focused mindset combined with empathy and professionalism.