Complaints Handler
Core
Managing customer complaints and disputes across voice, chat, and social media channels for a UK fintech bank serving established SMEs.
Role type
Customer service specialist (complaints handling)
Builds
Resolved customer issues and improved complaint processes
Domain
Financial services / Fintech
Deliverable
client delivery
Required skills
core banking systems, social media interaction, complex complaint resolution, KYC case handling, workflow management tools, financial services regulations
Preferred skills
outbound communication, payments processing, letter writing, process improvement
Responsibilities
Field inbound communications (voice, chat, social media) to resolve issues; manage case lifecycle including payments and correspondence; handle exceptions (KYC, vulnerable customers, deceased accounts, SME complex needs); identify process improvements; represent bank values in customer interactions.
Seniority
Individual Contributor