Senior Complaint Handling Officer

Job Description

We are looking for experienced complaint-handling officers to manage the feedback and complaints on financial institutions and practices in the financial industry submitted by consumers to client. Officers will be expected to engage consumers empathetically, effectively and efficiently, and work with internal and external stakeholders and regulated entities to address consumers’ concerns. Key responsibilities include:

Engage consumers on their complaints or feedback on financial institutions and practices in the financial industry, including responding to consumers via emails and calls
Work with Client supervisory departments to craft clear and empathetic replies to consumers that address their concerns
Liaise with financial institutions to ensure that they review and reply to consumers’ feedback, and submit timely updates to Client
Assist with case administration such as assigning cases and covering cases for officers who are away
Participate in complaints-related projects as and when needed