Effectively manage escalated customer complaints to achieve fairness for the customer and operational efficiencies for the company.
Deliver MAS FAIR Dealing Outcome #5 by demonstrating independent, effective and prompt handling of complaints and dispute resolutions.
Turn customer experience around positively through swift resolution of disputes.
Conduct investigations of escalated complaints by understanding the range of products offered, working with other business units, and navigating systems to obtain necessary policy information.
Review root causes of gaps identified and propose improvements.
Achieve fair dealings and deliver excellent service to complainants during dispute management.
Maintain the Complaint Register, ensuring all cases are followed through to proper closure with accurate documentation.