Complaints & Resolution Manager at Fort Knox Group

JOB PURPOSE

• Responsible for overseeing and managing the end-to-end process of handling customer complaints
• Ensuring timely resolution and implementing strategies to enhance overall customer satisfaction.
• Ensure proper documentations and processes.
• To work closely and provide support to all other departments in the company where and when

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.

SKILLS & KNOWLEDGE/ QUALIFICATIONS/EXPERIENCE

• 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.