Complaints Specialist | Work From Home | Mid Shift | Day 1 HMO

Emapta; Metro Manila; Remote; PHP 2,483,000 - 3,477,000; Full time

Benefits offered by this job

Remote work

HMO coverage

Salary advances

WFH arrangement

Annual leave 20 days

Job summary

Emapta Philippines is recruiting a Complaints Specialist to support a UK digital bank. You will investigate complaints, ensure fair resolutions, and bolster customer trust while gaining international exposure and remote flexibility.

You will work in a permanent WFH setup with UK-friendly hours, 1-3 years of experience, and strong regulatory knowledge (TCF, DISP). The role offers competitive salary, benefits, and opportunities for career growth.

Qualifications

• 1-3 years hands-on experience handling complaints in banking or financial services
• Knowledge of UK complaint-handling requirements (TCF, DISP)
• Strong attention to detail and analytical skills
• Excellent written and verbal communication, empathetic customer correspondence
• Ability to work independently and collaborate across teams
• Strong time-management and ability to meet deadlines

Responsibilities

• Manage complaints from receipt to resolution with thorough investigations
• Collaborate with Customer Operations to support vulnerable customers
• Prepare MI and analyze trends to identify recurring issues
• Recommend process improvements based on findings
• Advise departments on best practices and regulatory requirements
• Meet deadlines while maintaining high service standards

Skills

Complaint Handling

Banking Experience

Regulatory Knowledge

Communication

Data Analysis

Team Collaboration

Job description

Set Higher Standards for Complaint Handling Across UK Banking Teams

Our client is a UK digital bank that has turned a customer-focused vision into a growing range of practical financial products. Combining the security of a licensed bank with accessible technology, it offers interest-bearing accounts, flexible savings, straightforward borrowing, and transparent fees. Its achievements reflect a commitment to helping customers feel more confident and in control of their money. For a Complaints Specialist, this is an opportunity to help uphold the customer trust that supports the bank's continued growth.

Job Description

Every customer deserves to feel heard when banking falls short. The Complaints Specialist helps make that happen, turning careful investigations into fair resolutions and insights that strengthen the customer experience. You will contribute to trust across a UK bank while gaining international exposure, lasting professional growth, and remote flexibility. Build a long-term global career with Emapta among top 1% talent.

Job Overview

• Employment Type: Full-time
• Work Setup: Permanent Work From Home
• Shift: Mid Shift, 9:00 AM - 5:30 PM UK Time, Weekends Off

Exciting Perks Await!

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Fixed weekends off
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Industry Experience

• 1-3 years of hands-on experience handling complaints in banking or financial services

Regulatory Knowledge

• Working knowledge of UK complaint-handling requirements, including Treating Customers Fairly (TCF) and the Dispute Resolution: Complaints sourcebook (DISP)

Skills & Competencies

• Strong attention to detail and analytical skills for investigating complex issues
• Excellent written and verbal communication skills, including the ability to draft clear, professional, and empathetic customer correspondence
• Ability to work independently and collaborate with colleagues across teams
• Strong time-management skills and the ability to meet strict deadlines in a fast-paced environment

Your Daily Tasks

End-to-End Complaint Management

• Manage customer complaints from receipt through resolution, conducting thorough investigations and escalating complex cases when necessary.

Collaboration & Vulnerable Customer Support

• Partner with Customer Operations to resolve complaints and provide empathetic support to customers in vulnerable circumstances.

Data & Trend Analysis

• Compile accurate management information (MI) and conduct root-cause analyses to identify emerging trends and recurring issues.

Process Improvement

• Recommend improvements to internal processes, workflows, and service delivery based on complaint findings.

Cross-Departmental Guidance

• Advise other departments on complaint-handling practices and relevant regulatory requirements.

SLA Compliance

• Meet regulatory and internal complaint-handling deadlines while maintaining a high standard of customer service.

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.