Complaint Handling Senior Analyst
Core
Manage and coordinate complaint handling activities, resolve complex escalated cases, and prepare performance reports to support collection improvement initiatives.
Role type
Senior IC complaint handling analyst
Builds
Resolved customer complaints and collection improvement insights
Domain
Financial services / Collections
Deliverable
dashboards & analysis
Required skills
complaint handling, case coordination, SOP development, data processing, reporting, SLA management, regulatory knowledge
Preferred skills
regulator coordination experience
Technologies
Google Workspace, Microsoft Office
Responsibilities
Coordinate resolution of complex and escalated customer cases with relevant teams; Prepare weekly reports on Customer Service team performance; Develop, review, and implement Complaint Handling SOPs; Ensure complaints are documented and resolved within SLA.
