NSC Complaints Specialist
Core
Investigate and resolve customer complaints and disputes to improve service quality and advocate for customers.
Role type
Customer Resolution Specialist (Complaints)
Builds
Improved customer experience and dispute resolution outcomes
Domain
Financial Services / Banking
Deliverable
client delivery
Required skills
complaint investigation, root cause analysis, stakeholder negotiation, regulatory compliance, process improvement, data recording
Preferred skills
analytical thinking, action plan development, Excel, Word
Responsibilities
Manage and investigate Internal Dispute Resolution (IDR) complaints within regulatory timeframes; Provide feedback and training to departments to minimize negative impact; Provide regular updates on complaints and outcomes; Ensure complaints are resolved within agreed service standards; Conduct root cause analysis of complaint drivers; Ensure compliance obligations and delegations are met; Contribute to case management standards and quality assurance; Deliver recommendations for system, process, or product improvements; Maintain accurate customer and dispute information.
Seniority
Individual Contributor