Join a high-impact team where you’ll elevate the client experience and lead meaningful change in a fast-paced, well-controlled environment. As a Complaints Management Advocate within a high-impact team, you will audit for policy adherence, implement corrective actions, and operate with urgency and a strong risk-and-control mindset while directing complaint intake/documentation and developing efficient, compliant resolution strategies. You will investigate root causes, collaborate with internal teams to uphold customer satisfaction and compliance, stay current on regulatory changes, and foster a culture of collaboration and innovation. You will also analyze complaint data to identify trends and actionable insights and support senior management with comprehensive reports that outline key findings and strategic recommendations.

This role will be assigned APAC working hours.

Job responsibilities

• Audit for policy adherence, implement corrective actions, and operate with urgency and a strong risk-and-control mindset.
• Direct the intake and documentation processes for customer complaints.
• Develop and implement strategies to resolve complaints efficiently, ensuring adherence to company policies and regulatory standards.
• Conduct thorough investigations to identify root causes and devise effective solutions for complaints.
• Collaborate with internal teams to uphold customer satisfaction and ensure compliance with regulatory requirements.
• Guarantee that complaint resolution processes are in strict accordance with company policies and regulatory mandates. Maintain up-to-date knowledge of regulatory changes and industry standards.
• Engage with internal partners to address complaints and drive continuous improvements.
• Foster a culture of collaboration and innovation within the organization.
• Analyze complaint data to discern trends and provide actionable insights.
• Assist with creation of comprehensive reports for senior management, detailing key findings and strategic recommendations.

Required qualifications, capabilities and skills:

• Extensive experience in complaint resolution, customer service, or regulatory compliance
• In-depth understanding of regulatory requirements and financial industry standards.
• Exceptional research, analytical, and problem-solving skills.
• Outstanding communication and interpersonal abilities.
• Possesses excellent time management and organizational skills
• Demonstrates a strong sense of urgency and effectively prioritizes tasks based on risk.

Preferred qualifications, capabilities and skills:

Bachelor's degree preferred.