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About the Role

In this role, you will manage the end-to-end process of complaints received and ensures that the cases are closed within the required turnaround time.

Responsibilities:

Manage escalated complaints received by the Service Quality unit and ensure that cases are comprehensively reviewed and resolved within the required turnaround time.
Engage with complainants via different modes of communications in gathering information, providing updates and communicating complaint outcomes.
Conduct investigations and collaborate with respective departments and colleagues in the review and investigation of the complaints.
Review investigation outcomes comprehensively and propose sound recommendations for resolutions.
Work with respective departments in carrying out any service recovery process and in recommending enhancements and areas for improvements arising from complaint findings and outcomes.
Ensure that written replies to complainants are of high quality standards and with customer centricity.
Prepare and provide prompt management updates for relevant cases.
Handle complaints received at the Financial Industry Disputes Resolution Centre Ltd (FIDReC) and represent the company at FIDReC mediations and adjudications.
Maintain professionalism and composure at all times in managing complainants especially the demanding and difficult ones.
Ensure accuracy and proper documentation of complaints information.
Handle any additional or ad-hoc tasks and projects assigned.

Requirements:

Diploma / Bachelor's Degree
At least 2 years working experience in complaints management or customer service preferably in insurance or financial institution
Good written, interpersonal and communication skills
Good command of spoken and written English
Able to work in a fast-paced environment and tight deadlines
Proficient in MS Office
Preferably certifications in insurance papers

12 Months Insurance Analyst, Contact Centre - Customer Service BYR

Customer Service (Service Quality), Analyst