Senior Executive - Customer Service (Regulatory)

Job Description To attend to customer complaints received from Regulatory Bodies and provide respond/updates within the agreed timeline, communicate with the Process Owner to identify root causes, and ensure corrective/preventive action to be taken accordingly. Ensure the Operation is in compliance with internal policies and guidelines as well as regulatory requirements. To carry out daily operations of all customer complaint received via Regulatory Bodies. This includes investigating the validity of the complaints and liaising with the relevant process owner for resolution. To follow up and timely recording of the feedback to make sure that the status of the feedback is updated. To an organized ad-hoc departmental meeting to find the solution when regular complaints arose for a similar issue. To update/maintain/monitor customer complaint folder and to ensure cases to resolved within the benchmark. To carry out necessary administration, filling documents and records for the Regulatory Complaint Unit. Ensure that all external communications materials conform to corporate standards. To compile weekly, monthly and semi-annual reports for Management. To assist in the implementation of Service Development Projects including customer satisfaction surveys, service breakthrough programs, and other projects deemed necessary. Any other matter deemed necessary by the Management. Job Requirements: Diploma or Bachelor's Degree holder with a minimum of 3 years' experience in customer service/Contact Centre background. Proficient in Customer Service and Customer Complaint handling skills. Strong product knowledge skills and analytical skills. Independent, result-oriented with well-developed problem-solving skills. Ability to effectively prioritize and execute tasks in a high-pressure environment. Good letter writing skills and interpersonal skills. In-depth knowledge in customer service operations & prior project management experience will have an added advantage Applicants must be willing to work in Bangsar.