Complaints Mgt Int Analyst
Core
Manage end-to-end complaints handling, conduct thorough analysis of root causes, and support investigations to ensure regulatory compliance and client satisfaction.
Role type
Senior Complaints Management Analyst
Builds
Complaint resolution outcomes and regulatory compliance reports
Domain
Financial Services / Customer Experience
Deliverable
client delivery
Required skills
Root cause analysis, regulatory compliance knowledge, data analysis, stakeholder engagement, risk assessment, quality assurance, trend identification, AI tool application, investigative interviewing
Preferred skills
Strategic thinking, critical thinking, adaptability to shift work
Technologies
Stylus, Microsoft Copilot
Responsibilities
Manage end-to-end complaints handling from intake to closure; Conduct thorough complaint analysis to assess root causes and resolution accuracy; Perform call listening and review of client interactions to assess quality; Engage proactively with internal and external stakeholders to facilitate timely resolution; Perform quality assessments on complaint resolutions and identify emerging trends; Support investigations and assess complaint allegations impartially; Prepare draft communications for leadership regarding complaint outcomes; Recommend appropriate redress and remedies based on findings.
Seniority
Senior, independent contributor