We are looking for experienced complaint-handling officers to manage straightforward feedback and complaints on financial institutions and practices in the financial industry submitted by consumers to the organization. Officers will need to work with internal and external stakeholders to review the issues raised by consumers to facilitate prompt follow-up. Officers will also provide case administration support by reviewing and assigning new incoming cases in the case management system.

• Design, manage straightforward consumer complaints or feedback on financial institutions and practices in the financial industry, including drafting and sending simple responses to consumers
• Take on call duty by answering calls escalated by the call centre and advising the call centre staff on complaint handling process
• Liaise with financial institutions to ensure that they review and reply to consumers’ feedback, and submit time...