Executive, Customer Experience (Complaint)

Overview

Executive, Customer Experience (Complaint) responsible for managing and resolving customer complaints efficiently and professionally, ensuring compliance with regulatory standards while maintaining customer satisfaction and trust. Responsibilities

Receive, log, and acknowledge customer complaints through various channels (phone, email, letters, etc.). Investigate complaints by liaising with relevant departments such as Claims, Underwriting, and Legal. Analyze complaint trends and identify root causes to recommend process improvements. Ensure all complaints are handled in line with company policies, regulatory standards, and service level agreements (SLAs). Draft clear, empathetic, and accurate written responses to customers. Maintain accurate records of all complaints and actions taken. Escalate complex or unresolved complaints to senior management or the appropriate authority. Support internal and external audits related to complaint handling. Provide regular reports and insights on complaint trends and resolution performance. Assist the secretariat for CRM Projects and deliverables including Customer Service Charter, BNM CURE, etc. Administrative duties include SSPR and stationery requisition. Ensure Standard Operating Procedures (SOPs) related to complaint handling are regularly reviewed and updated. Perform any ad hoc duties assigned by management to support departmental goals. Qualifications & Experience

Degree in Business Administration, Customer Service, Communications, or related field. Minimum 2–3 years of experience in customer service or claims handling, preferably in the insurance industry. Strong communication and interpersonal skills. Excellent problem-solving and analytical abilities. High attention to detail and ability to manage multiple cases simultaneously. Knowledge of insurance products, regulatory guidelines, and complaint handling procedures. Details

Seniority level : Executive Employment type : Full-time Job function : Customer Service and Administrative Industries : Insurance

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