Bank - Complaint Management Analyst

Key Responsibilities

• Handle and resolve customer complaints and disputes promptly, fairly, and in line with service standards.
• Act as a primary point of contact for customers, managing end‑to‑end investigation and resolution of complex cases.
• Ensure timely responses to all customer communications and accurate case documentation.
• Partner with internal stakeholders to resolve cases within agreed SLAs.
• Identify systemic or preventable issues and contribute to process improvement initiatives.
• Participate in mediation efforts and manage escalation risks, including reputational and litigation exposure.
• Exercise sound risk judgment and ensure compliance with regulatory, policy, and ethical standards.