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Jobs in Malaysia   »   Jobs in Malaysia Malaysia   »   Complaint Handling Officer

Complaint Handling Officer

Malaysia Malaysia

 
Summary
T o be the technical and complaints expert within the department, ensuring that complaint handling standards across the team are at the required level.

Key Accountabilities
  • To manage and reduce reputational and financial risk by providing effective resolutions to complex customer complaints within strict deadlines collaborating with all relevant parts of the business.
  • Resolving significant problems affecting large customer groups or more complex individual cases. 
  • Maintain appropriate level of functional and technical expertise and knowledge of products, procedures, services and systems actively participating with team as necessary. 
  • To control the business quality to agreed standards of the Complaints Team. 
  • To act as a referral point for all areas of the business for more technical and complex complaints. 
  • To act as the contact point for the Financial Ombudsman for all parts of the business, including Directors and ensure that all FOS cases are managed within FSA/FOS deadlines. 
  • To be the main contact point for complaints with all Insurer Partners
 

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