InstaReM - Complaint Management Role

Role and Responsibility:

- Transaction - manage logical closure on cases escalated to the Complaints Resolution team

- Receipt & record of all complaints

- Gather information & data statistics on complaints including root cause analysis as well as recommendations solutions for Management review and evaluation

- Works with other parts of the business to reduce the complaints % as a proportion to the number of transactions

- Ensure compliance of all relevant procedures

- Provides accurate & timely information to Compliance to support regulatory reporting requirements as & where applicable

Job & Requirement:

- 3-5 Yrs of experience in Finance/Banking industry

- Extensive Hands-on experience in MS excel and tools within it

- Good knowledge of the payments industry. The associated terminology

- Solid understanding of concepts such as payment gateways, SWIFT, banking processes and how they are connected

- Hungry to learn and part-take in functional projects and UATs. Already having such experiences is a big plus

- Data-oriented preferably understands basic quality tools to do RCAs

- Brings skills on both transaction processing & customer service (outbound calls to customers where required)

- Comfortable with Rotational Shifts