Customer Relations Specialist, Financial Institution

Posted 06 March 2023
Salary 4-4.5K
Job type Permanent
DisciplineFinancial Services
ContactBelle Wint

Job description

  • Using the preferred channel to communicate and provide responses where appropriate to general or account-related feedback/complaint initiated by client
  • Handle simultaneous channel complaints/feedback in a seamless and frictionless manner
  • Ensure timely recording, classification, customer acknowledgement, investment and follow-up actions for all case handling cases according to the relevant policies and procedures.
  • Identify the root cause and route cases to relevant parties (e.g. risk, fraud, onboarding, ops) to resolve the issue feedback/complaint
  • Timely communication with customers in relation to their complaint cases and resolve issues
  • Ensure compliance with the Governance Policy, the Portfolio Management Standards and System Delivery Framework.
  • Undergo annual compliance and financial crime training.
  • Act as the bank’s defence, and promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.
  • Graduate with 2 years of experience in Customer Complaints Handling, ideally in Financial institutions or high growth start ups
  • Experience in complaints handling in a high volume environment
  • Good understanding of Banking and Financial products.
  • Good understanding of the Bank’s Control Framework and Governance Structure preferred.