Fort Knox Outsourcing
Fort Knox Outsourcing consists of a team of energetic, seasoned, young, smart and innovative professionals with combined decades of experience in providing Human Resources Services to clients across several sectors of the global economy such as Oil and Gas, Telecommunication, Banking and Insurance, Manufacturing, Real Estate, Information technology, Fintech, Education, FMCG, etc.
Job Purpose
- Reports To: Head, Customer Experience
- Responsible for overseeing and managing the end-to-end process of handling customer complaints
- Ensuring timely resolution and implementing strategies to enhance overall customer satisfaction.
- Ensure proper documentations and processes.
- To work closely and provide support to all other departments in the company where and when Necessary.
Key Accountabilities
- Oversee the efficient and effective handling of customer complaints through various channels.
- Investigate and analyze complaints to identify root causes and patterns.
- Collaborate with relevant departments to address and resolve customer issues promptly.
- Continuously review and enhance the complaint management process for efficiency and effectiveness.
- Implement improvements to prevent recurring issues and streamline resolution procedures.
- Work closely with cross-functional teams to address systemic problems contributing to customer complaints
- Stay abreast of industry regulations and ensure the bank’s complaint
- management practices comply with all relevant laws and guidelines.
- Collaborate with legal and compliance teams to address regulatory
- concerns and implement necessary changes.
- Develop and maintain comprehensive reporting on complaint trends, resolutions, and customer feedback.
- Provide regular reports to senior management, highlighting key performance indicators and areas for improvement.
Skills & Knowledge / Qualifications / Experience
- Bachelor’s Degree in Business, Finance, or a related field. Master’s Degree is a plus.
- Proven experience in complaint management within the banking or financial industry.
- Strong understanding of banking operations, products, and services.
- Excellent analytical and problem-solving skills.
- Effective communication and interpersonal skills.
- Ability to collaborate with cross-functional teams.
- Knowledge of regulatory requirements related to complaint management.
- Over 3 years working experience in the Fintech or banking industry with an understanding of customer complaint management and regulatory compliance.
How to Apply
Interested and qualified candidates should send their CV using the Job Title and the Location as the subject of the email