Senior Complaints & Regulatory Specialist

Acquire Intelligence; Eastern Manila District; Hybrid; PHP 3.942.000 - 5.256.000; Vollzeit

Benefits dieser Stelle

HMO coverage

Epic Yearly Kick-Off Parties with bigs

Value Awards

Real career growth with internalPromot

Meaningful work with talented teams

12 Vacation Leaves

12 Sick Leaves

1 Birthday Leave

14th Month Pay after 5 years

Referral incentives

Zusammenfassung

Acquire Intelligence is seeking an experienced Complaints Specialist to own end-to-end handling of complex, escalated, and regulatory complaints. You will serve as a subject-matter expert on complaint governance and influence service improvements across the business.

The role requires strong investigation, documentation, and written-communication skills, with rigorous adherence to privacy and regulatory standards, working with internal teams to deliver fair outcomes.

Qualifikationen

• Experience managing complex or escalated complaints in a regulated environment.
• Strong knowledge of complaint-handling obligations and relevant regulations.

Aufgaben

• Own complex, escalated, regulatory, and privacy-related complaints from receipt through investigation and closure.
• Assess issues using account history and available evidence to determine fair outcomes.
• Prepare clear, empathetic written responses explaining findings and remedies.
• Coordinate resolutions and responses with external dispute bodies as required.
• Apply applicable privacy and consumer laws to all handling activities.
• Analyse complaint trends and systemic issues across services to identify root causes.
• Collaborate with cross-functional teams to address drivers and improve outcomes.
• Maintain accurate registers and reporting for audit readiness and compliance.
• Produce regular reporting on themes, risks, and improvements.

Kenntnisse

Complaint handling

Regulatory compliance

Investigations

Written communication

Stakeholder collaboration

Tools

Salesforce

Genesys

Jobbeschreibung

Acquire Intelligence is seeking an experienced Complaints Specialist to own end-to-end handling of complex, escalated, and regulatory complaints. You will serve as a subject-matter expert on complaint governance and influence service improvements across the business.

The role requires strong investigation, documentation, and written-communication skills, with rigorous adherence to privacy and regulatory standards, working with internal teams to deliver fair outcomes.