Complaints Associate

1 week ago

Makati City, National Capital Region, Philippines Knoll Ridges Consultancy, Inc. Full time ₱300,000 - ₱600,000 per year
  • Acknowledge receipt of, set and manage customer expectations for all Loan and Credit Card complaints whilst always remaining focused on quality.


• Thoroughly investigate and resolve low complex complaints within the Summary Resolution timescales of three days, ensuring that customers are spoken too acknowledging and resolving their complaints over the telephone.


• To deal with Credit Reference Agency disputes and action accordingly ensuring correct outcomes achieved.


• Ensure that the Summary Resolution letter clearly represents the individual complaint resolution conversation and agreed outcome whilst demonstrating empathy.


• Ensure that the SRC record keeping requirements are adhered too and the complaints database updated accurately and in a timely manner, so that effective root cause and trend analysis can be completed and analysed.
• Provide feedback into the business ideas for improvement to prevent repetition of customer dissatisfaction and ensure the achievement of good customer outcomes.


• Fully understand the customer journey from application to closure, interacting with other business functions, understanding customer contact and dissatisfaction drivers to support delivery of continuous improvement.


• Analyse complaints data, understand root cause and to provide suggestions regarding service improvement.


• Constructively feedback development points to other business functions to drive customer satisfaction and resolution whilst adhering to regulatory and company guidelines.


• Respond to FOS queries on complaint cases.


• Remain focused on regulatory requirements and SLAs, actively contributing toward the team's success and alignment to these.


• Support with credit file amendments where required.

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