Grievance & Complaint Resolution Specialist

DBS Bank Ltd; Hinoba-an; On-site; PHP 397,000 - 595,000; Full time

Job summary

DBS is seeking a Senior Complaint Handling Officer to manage escalated customer grievances, ensuring timely resolutions and high-quality outcomes. The role emphasizes proactive communication, stakeholder collaboration, and adherence to SLAs in a dynamic banking environment.

Key skills include complaint handling, escalation management, Excel, and data visualization tools such as Tableau/Power BI, with a focus on metrics like CSAT and FCR.

Qualifications

• Minimum 3-5 years of experience in handling customer complaints or escalations in banking/financial services.
• A graduate degree is required; professional certifications are a plus.

Responsibilities

• Oversee and manage escalated complaints via multiple channels, including banking portals and Ombudsman processes.
• Ensure resolutions adhere to SLAs and maintain professional conduct in all interactions.
• Collaborate with CE and internal teams to drive service improvements and root-cause analysis.

Skills

Complaint handling

Escalations

Customer service

Excel

Power BI

Tableau

English

Education

Bachelor's degree

Tools

Tableau

Power BI

MS Excel

Job description

DBS is seeking a Senior Complaint Handling Officer to manage escalated customer grievances, ensuring timely resolutions and high-quality outcomes. The role emphasizes proactive communication, stakeholder collaboration, and adherence to SLAs in a dynamic banking environment.

Key skills include complaint handling, escalation management, Excel, and data visualization tools such as Tableau/Power BI, with a focus on metrics like CSAT and FCR.