YOUR DAY TO DAY

• Receive, acknowledge, and manage customer complaints in a timely and professional manner.
• Investigate complaints by gathering relevant information from internal teams and systems.
• Ensure accurate and clear documentation of each case, in line with internal policies and regulatory requirements.
• Draft responses to clients, ensuring clarity, empathy, and legal compliance.
• Collaborate with internal departments (legal, compliance, operations, front office) to resolve issues effectively.
• Identify trends or recurring issues and escalate them to the appropriate teams for preventive action.
• Monitor resolution deadlines and ensure adherence to service-level agreements (SLAs).
• Produce regular reports and dashboards for management and regulatory authorities.
• Contribute to continuous improvement of complaint handling procedures and customer experience.

Please refer the Job description for details