Complaint-Handling Officers (Level 1 & Level 2)

Level 1 Complaint-Handling Officer

Experience Requirement:

• Min. 2 years of experience in similar roles.

Key Responsibilities:

• Manage straightforward complaint cases.

• Perform case administration and documentation.

• Coordinate with relevant departments and external parties as needed.

Competency Requirements:

• Ability to manage routine complaint cases independently.

• Strong organizational and administrative skills.

• Good communication and coordination abilities.

Position 2: Level 2 Complaint-Handling Officer

Experience Requirement:

• Min. 5 years of experience in similar roles.

Key Responsibilities:

• Manage standard complaint cases with higher complexity.

• Conduct case assessments and provide recommendations.

• Engage stakeholders including financial institutions and government agencies.

Competency Requirements:

• Strong analytical and problem-solving skills.

• Ability to manage cases with minimal supervision.

• Effective stakeholder engagement and case resolution capabilities.

General Competency Requirements (Applicable to All Deployed Staff)

• English Proficiency: Excellent written and spoken English.

• Case Management: Ability to collaborate with internal departments and external stakeholders (e.g., financial institutions, government agencies).

• Compliance & Conduct: Adherence to the Authority's code of conduct, including punctuality, professionalism, work ethics, and dress code.

• Security Literacy: Must comply with all security requirements. Failure to comply may constitute a criminal offence.