Complaints Resolution Specialist

1 week ago

Manila, National Capital Region, Philippines Lendi Group Full time ₱800,000 - ₱1,200,000 per year

In this role, you'll manage client and broker complaints to ensure fair, timely outcomes aligned with regulatory and company standards. You'll work closely with internal teams and stakeholders, supporting the dispute resolution process from investigation through to resolution. The role also includes data gathering, administrative support, and assisting with compensation assessments where needed.

The role:

  • Take ownership of complaint investigations—engaging with clients and brokers, gathering evidence, and drafting response letters aligned with policies and regulations.
  • Build trust by keeping stakeholders informed via phone and email, clarifying concerns, and providing regular updates throughout the complaint lifecycle.
  • Assist with assessing and processing compensation claims per guidelines and regulations, while maintaining detailed documentation for compliance.
  • Partner with cross-functional teams to resolve complaints, influence outcomes through engagement, and build strong relationships with all stakeholders.
  • Support analysis and improvement by compiling complaint data and sharing insights and case updates in regular team meetings.
  • Retrieve, structure, and maintain case files to support thorough investigations and reviews, ensuring accuracy and consistency for senior reviewers.
  • Enhance efficiency through accurate record-keeping, task tracking, and contributing to process improvements that streamline workflows.

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