Complaint Expert Specialist

PT Indonesia Fintopia Technology (Easycash); Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading company in financial technology is seeking a Customer Complaints Manager in Jakarta. The role involves managing customer complaints, conducting analysis, and ensuring compliance with regulatory standards. Ideal candidates should have a Bachelor's degree and significant experience in the financial services sector.

Qualifications

• More than 3 years of experience in the financial services industry.
• Excellent customer service management experience preferred.
• Ability to use English for daily communication.

Responsibilities

• Handle customer complaints from users to financial regulators.
• Follow up on key/high-risk customer complaints.
• In-depth analysis of complaint cases and propose improvement plans.

Skills

Customer Service Awareness

Risk Management

Analytical Skills

Education

Bachelor degree or above

Job description

1. Responsible for handling customer complaints from users to financial regulators, and write a report on the final handling method to the relevant regulatory agency.
2. Responsible for following up on key/high-risk/high risk customer complaints, good at listening and quickly understanding customer problems, and proposing solutions on the basis of ensuring the interests of the company and reducing the risk of complaints.
3. In-depth analysis of complaint cases, discovering problems in processes, products, systems, etc., and proposing optimization and improvement plans based on the results of customer complaint review.

1. Bachelor degree or above, more than 3 years of experience in the financial services industry, and those with excellent customer service management experience are preferred.
2. Have a good sense of service, strong sense of work responsibility and customer service awareness.
3. Have a strong sense of risk and be able to solve various problems independently.
4. Priority is given to those who understand consumer protection or relevant laws and regulations in the financial industry.
5. Ability to use English for daily communication.