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
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