Complaint Handling Officer

Responsibilities
We are looking for experienced complaint-handling officers to managestraightforward feedback and complaints on financial institutions and practicesin the financial industry submitted by consumers to the client. Officers willneed to work with internal and external stakeholders to review the issuesraised by consumers to facilitate prompt follow-up. Officers will also providecase administration support by reviewing and assigning new incoming cases incase management system. Key responsibilities include:

• Manage straightforward consumer complaints or feedback on financial institutions and practices in the financial industry, including drafting and sending simple responses to consumers.
• Take on call duty by answering calls escalated by the clients call centre and advising the call centre staff on complaint handling process.
• Liaise with financial institutions to ensure that they review and reply to consumers’ feedback, and submit timely updates to the client
• Assist with case administration by reviewing cases received, preparing case summaries and assigning cases to complaint-handling team members.
• Participate in complaints-related projects as and when needed

Requirements

• At least 5+ years of experience handling complaints in public sector or financial services sector.
• Attention to detail and proficient with navigating case management systems preferred
• Good in Microsoft skills (Excel, Powerpoint, Word); experience with Microsoft Dynamics will be an advantage
• Able to multi-task and manage projects as well as daily complaints/admin work
• Good interpersonal, written and verbal communications skills
• Some knowledge of financial products and services will be an advantage

If the requirement matches with your profile, kindly share your updated CV/resume to Aparna at [email protected].