Complaints Specialist, Customer Centre, Consumer Banking, Technology and Operations

Responsibilities

• Serve as the primary point of contact for customers who have inquiries, concerns, or complaints related to their banking experiences
• Actively listen to customer issues, demonstrate empathy, and work diligently to understand the root cause of the problem
• Investigate and research customer cases thoroughly, leveraging internal systems and resources to gather relevant information
• Propose and implement appropriate resolutions to address customer concerns, ensuring a positive outcome
• Maintain detailed records of customer interactions and case progress, adhering to the bank's policies and procedures
• Collaborate with cross-functional teams, such as operations and product management, to identify and address systemic issues
• Provide feedback and recommendations to management to help improve the overall customer experience
  

Requirements

• Excellent communication and interpersonal skills, with the ability to interact with customers from diverse backgrounds
• Strong problem-solving and analytical skills, with the ability to think critically and find creative solutions
• Demonstrated experience in a customer service or complaints handling role, preferably in the banking or financial services industry
• Proficient in using various software applications and customer relationship management (CRM) systems
• Ability to work in a fast-paced, high-volume environment and manage multiple tasks and priorities effectively
• Commitment to providing exceptional customer service and a genuine desire to help resolve customer issues
  

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