Senior Officer, Specialist, Contact Centre, Corporate Banking, Technology & Operations

Business FunctionGroup Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.Key Responsibilities Serve as the primary point of contact for dissatisfied customers, demonstrating empathy and a commitment to resolving concerns on the first contact. Conduct thorough investigations into complaints that cannot be resolved immediately, gathering information from relevant bank units and employees to ensure a comprehensive understanding of the issue. Manage the complaint process from the initial contact to the final resolution, ensuring a seamless and efficient experience for the customer. Identify trends and patterns in customer complaints, and work collaboratively with the team to implement process improvements and enhance the overall customer experience. Maintain detailed records of all customer interactions and complaint resolutions, ensuring compliance with internal policies and regulatory requirements. Provide regular updates and reporting to management on the status of customer complaints and the effectiveness of the complaint resolution process.Requirements Minimum 3-5 years of experience in a customer service or complaint handling role, preferably within the banking or financial services industry. Strong communication and interpersonal skills, with the ability to effectively engage with customers, colleagues, and stakeholders at all levels. Excellent problem-solving and analytical skills, with the ability to quickly identify the root cause of issues and develop effective solutions. Demonstrated ability to work independently and as part of a team, with a focus on delivering high-quality customer service. Proficient in the use of relevant software and systems, with the ability to maintain accurate records and generate reports as required. Thorough understanding of the banking industry, regulatory requirements, and best practices in customer complaint management.