Complaint & Resolution Officer at Fort Knox Group

Salary: 150,000

Job Type: Full Time

KEY ACCOUNTABILITIES

• Oversee the efficient and effective handling of customer complaints through various channels. Investigate and analyze complaints to identify root causes and patterns. 
• Collaborate with relevant departments to address and resolve customer issues promptly.
• Continuously review and enhance the complaint management process for efficiency and effectiveness. 
• Implement improvements to prevent recurring issues and streamline resolution procedures. 
• Work closely with cross-functional teams to address systemic problems contributing to customer complaints.
• Stay abreast of industry regulations and ensure the bank\'s complaint management practices comply with all relevant laws and guidelines. 
• Collaborate with legal and compliance teams to address regulatory concerns and implement necessary changes.
• Develop and maintain comprehensive reporting on complaint trends, resolutions, and customer feedback. 
• Provide regular reports to senior management, highlighting key performance indicators and areas for improvement.

QUALIFICATIONS

• Bachelor\'s degree in Business, Finance, or a related field. Master\'s degree is a plus. 
• Proven experience in complaint management within the banking or financial industry. 
• Strong understanding of banking operations, products, and services. 
• Excellent analytical and problem-solving skills. 
• Effective communication and interpersonal skills. 
• Ability to collaborate with cross-functional teams. 
• Knowledge of regulatory requirements related to complaint management.
• Over 3 years working experience in the Fintech or banking industry with an understanding of customer complaint management and regulatory compliance