Job Description

Description Primary Objective: Handle Complaints Resolution end to end from contacting customers to closure of complaints/win back. Handle escalated complaints to Management and Regulators Understands business and customer personas and behavior Identify root cause for all complaints types and escalate for action plans Primary Objective: Handle Complaints Resolution end to end from contacting customers to closure of complaints/win back. Handle escalated complaints to Management and Regulators Understands business and customer personas and behavior Identify root cause for all complaints types and escalate for action plans Key Responsibilities: Handle Complaints end to end from all touch points. Call customer upon receiving the complaint, assign to Service Providers to investigate the issues raised and offer closure outcome to customer by giving closure letter and win back if necessary. To ensure that SLA is adhered to and the quality of resolution is fair guided by the principles of FTFC. Update outcome in KIJANGNET for Bank Negara Malaysia complaint cases Complete fulfillment and ONYX is updated accordingly. Perform root cause on all complaints to improve complaints-handling approach, identify hygiene factors for action to be taken. Possess significant understanding of end-to-end customer journeys Maintain and foster good relationship with Service providers, Regulators and touch points across the Banking Group. Key Responsibilities: Handle Complaints end to end from all touch points. Call customer upon receiving the complaint, assign to Service Providers to investigate the issues raised and offer closure outcome to customer by giving closure letter and win back if necessary. To ensure that SLA is adhered to and the quality of resolution is fair guided by the principles of FTFC. Update outcome in KIJANGNET for Bank Negara Malaysia complaint cases Complete fulfillment and ONYX is updated accordingly. Perform root cause on all complaints to improve complaints-handling approach, identify hygiene factors for action to be taken. Possess significant understanding of end-to-end customer journeys Maintain and foster good relationship with Service providers, Regulators and touch points across the Banking Group. To attend to complaints end to end Requirements Requirements: Bachelor Degree - Degree in any discipline or equivalent professional qualifications. - . Professional Certification of Trainers. Certified CX Professional (CCXP). Certified Change Management Professional (CCMP). Member of any Certified Customer Experience (CX) Professional Body/ Association Preferred level of Experience (by years/function/industry ): Minimum 5 years in a Service or Operations role in a Bank or Service Industry Strong interpersonal skills and language proficiency Good problem solving skills Highly customer centric Resourceful Good writing skills Situational leader Able to handle crisis with care. Highly emphathetic Benefits Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

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