Complaints & Compliance Officer

1 day ago

Makati City, National Capital Region, Philippines Vault Outsourcing Opc Full time $4,000 - $6,000 per year
About the job Complaints & Compliance Officer About the Role

The Customer Resolutions & Compliance Support Officer is critical in managing customer complaints and concerns, ensuring they are addressed promptly, empathetically, and in line with internal standards. This role focuses on problem-solving, internal compliance review, and cross-functional collaboration to support positive customer outcomes and continuous improvement. The successful candidate will help uphold service integrity by reviewing processes, identifying issues, and contributing to a culture of care, accountability, and trust.

Key Responsibilities
  • Investigate and resolve customer complaints through structured internal dispute resolution processes.
  • Communicate directly with customers to understand concerns and deliver clear, compassionate responses.
  • Collaborate with internal teams to manage complex or sensitive cases, ensuring timely and effective resolution.
  • Identify trends or recurring complaint issues and recommend process or service improvements.
  • Maintain detailed records of all customer interactions and outcomes in line with documentation standards.
  • Conduct internal reviews of customer interactions to ensure compliance with internal service and conduct expectations.
  • Monitor and report on complaint volumes, themes, and resolution timeframes.
  • Provide constructive feedback and insights to internal stakeholders to support performance and quality.
  • Support training and onboarding by sharing learnings and reinforcing service expectations.
  • Contribute to the ongoing development of internal procedures and escalation frameworks.
Qualifications
  • Around 3 years of experience in complaints handling, dispute resolution, compliance support, or customer service roles.
  • Demonstrated ability to manage sensitive conversations with empathy, patience, and professionalism.
  • Strong investigation and documentation skills with excellent attention to detail.
  • Experience working across teams and managing multiple priorities in a fast-paced environment.
  • Excellent written and verbal communication skills with a solutions-oriented mindset.
  • Understanding of customer rights, internal compliance frameworks, and service standards.
  • Ability to identify patterns, problem-solve effectively, and contribute to process improvement.
  • Comfortable using CRM or customer support platforms (e.g., Zendesk, HubSpot, Salesforce).
  • A team player with a calm, resilient, and proactive approach to challenges..

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