About the Role
This position is responsible for overseeing the end-to-end management of customer complaints, applying regulatory knowledge and problem-solving skills to drive effective resolutions and improve customer experience.
Responsibilities
- Lead the investigation and resolution of complex customer complaints
- Ensure all cases are handled within regulatory timeframes
- Collaborate with legal and compliance teams to maintain adherence to standards
- Identify trends in customer feedback to inform process improvements
- Prepare detailed reports for internal stakeholders and regulators
- Escalate high-risk cases to appropriate departments
- Maintain accurate records in complaint tracking systems
- Respond to inquiries from regulatory bodies
- Support the development of training materials for frontline staff
- Monitor team performance against key metrics
- Act as a point of contact for cross-functional teams on complaint-related issues
- Apply critical thinking to assess root causes of recurring problems
- Ensure consistent application of policies across cases
- Communicate outcomes clearly to customers and internal partners
- Participate in audits and regulatory reviews
- Contribute to the refinement of complaint handling procedures
- Stay current with changes in financial regulations
- Provide guidance to junior team members
- Work with customer service to prevent escalation
- Use data to support decision-making in dispute resolution
- Maintain confidentiality and data privacy standards
- Coordinate responses for formal regulatory requests
- Support continuous improvement initiatives
- Ensure documentation meets legal and compliance requirements
- Promote a customer-centric approach in resolution processes
Compensation
Competitive salary based on experience and qualifications
Work Arrangement
Hybrid work model with a combination of remote and office-based days
Team
Part of the customer experience and regulatory compliance division
Why This Role Matters
This role plays a key part in maintaining trust by ensuring customer concerns are resolved fairly and efficiently, directly supporting regulatory compliance and service quality.
What We’re Looking For
We seek a detail-oriented professional with a strong background in complaint handling, capable of working under pressure and delivering accurate, compliant outcomes.
Not available for this position
