Complaints Handling Manager

Job Scope Summary:

1. Handle consumer complaints related to financial institutions and financial industry practices.

2. Draft and send simple written responses to consumers.

3. Answer escalated calls from call centre and advise call centre staff on complaint-handling procedures.

4. Liaise with financial institutions to follow up on complaints and ensure timely responses to consumers.

5. Provide updates on complaint status and follow-ups.

6. Review and assign new cases in case management system.

7. Prepare case summaries and support internal case administration.

8. Participate in complaint-related projects when required.

Job Requirements Summary:

• At least 5 years of experience handling complaints in public sector or financial services sector

• Attention to detail and proficient with navigating case management systems preferred

• Good in Microsoft skills (Excel, Powerpoint, Word); experience with Microsoft Dynamics will be an advantage

• Able to multi-task and manage projects as well as daily complaints/admin work

• Good interpersonal, written and verbal communications skills

• Some knowledge of financial products and services will be an advantage