Complaints Officer

Principal Accountabilities:

Establishes contact with customers upon receipt of complaints by advising them of a reference number and timeframe for resolution (Medium: SMS/Telephony/Email/Fax/Written/Verbal) within the specified period.

Operating within the guidelines of the Bank and defending the reputation of the Bank while handling complaining customers.

Verification and a all complaints by detailed investigation, follow up, escalation and liaison for resolution.

Draft letters/email responses for complaints

Responsible for root cause analysis by probing and analyzing information received through investigation.

Identify gaps in processes/policies and undertake initiatives to bridge the same.

Initiate continuous learning to ensure product knowledge is fully updated for Consumer/Entity products/services.

Initiates forums/meetings, process changes, better practices and learning from complaints to reduce the incidence of error after identifying gaps in processes/policies

Liaise with the respective WBG and Business Banking teams for all Entity complaints to ensure the appropriate corrective/preventive action is implemented and the Relationship Manager obtains service recovery

Review all allocated complaints logged on the system and update frequently to ensure effective tracking of complaints until resolution.

Responsible to review all complaints to ensure the data input and the integrity of the complaint module System is fully maintained.

Handle backup functions for complaints handling and assist colleagues in fulfilment of daily tasks as assigned

Education and Experience

University degree or equivalent

2–3 years’ experience in financial service industry and knowledge of banking product, process and procedure from a front end perspective.