CUSTOMER SERVICE INVESTIGATION ANALYST

Job Description

• Coordinate with Business and Enablers as part of the investigation and resolution process of Regulatory and Executive Complaints. 
• Trigger escalation if no response / resolution received from business units Ex: Nearing or beyond expected turn around time. 
• Communicate accurate information and resolution to customers via phone and/or email within the expected turnaround time.
• Maintain high quality of responses sent to client, regulator, business units etc. 
• Ensure the accurate recording, tracking, monitoring, statutory reporting and formulate root cause analysis of all complaints handled
• Liaise with Products, Business Development, Operarations and other relevant department to stay updated on new products and features of the Bank
• Build professional relationships with regulators, customers, industry professionals, journalists and business units of the Bank and the Group
• Involve in process improvement suggestions on case-to-case basis or during sessions such as case study or innovations exercise, based on top drivers and RCA to streamline process for the benefit of client and the Bank
• Fulfillment of tickets within Customer Care function / LOA and ensure resolution, client feedback and closure of ticket once actions are done
• Facilitate monitoring and movement of Bankwide tickets with different dependencies, in a timely manner, and escalating delays due to people, process and system
• Manage assigned special projects and handle task that may be assigned from time to time

Qualification

• Bachelor’s Degree in Management, Finance, Economics or other Business related course
• At least 2 years experience in banking industry or financial institution, preferrably with experience on customer service / relations