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Complaint Resolution Specialist

2 weeks ago

Manila, National Capital Region, Philippines Vault Outsourcing OPC Full time

Job Summary

Vault Outsourcing OPC seeks an experienced Complaint Resolution Specialist to handle customer complaints through the Internal Dispute Resolution (IDR) process. This role requires strong communication skills and the ability to resolve escalated disputes efficiently while ensuring compliance with policies, industry regulations, and company values.

Key Responsibilities

  • Liaise with customers and/or their representatives in writing and over the phone to reach a mutually beneficial outcome.
  • Provide accurate and clear information regarding dispute resolution processes and available hardship programs.
  • Ensure that policies and procedures for complaints handling and dispute resolution are followed at all times.
  • Manage and resolve complex customer cases to reduce the volume of complaints escalating to AFCA for External Dispute Resolution.
  • Investigate and resolve customer complaints promptly and assess accounts deemed to be in hardship accordingly.

Qualifications

  • 3-5 years of experience within the financial services industry.
  • 1-3 years of experience in managing complex customer complaints and dispute resolution.
  • Previous experience in handling escalated complaints and regulatory compliance.

Competencies

  • Maintain accurate records of customer interactions and resolutions within the Customer Relationship Management system.
  • Prepare documentation and supporting evidence for outcome-based decisions on Hardship and complaint matters.
  • Provide expert support and advice to operational staff on complaints and hardship matters.
  • Ensure all negotiations and actions comply with relevant delegations, acts, and guidelines.