Complaints Investigator

Key responsibilitiesSwiftly and accurately gather, analyse, and record customer issues and resolutions. Conduct thorough investigations into regulatory complaints, consumer arbitrations, and litigation matters, working closely with the legal and compliance teams. Independently manage complex escalations, utilising available tools and resources. Analyse data to identify trends and develop actionable insights on complaints and customer profiles. Provide constructive feedback to support policy updates and process improvements. Execute advanced data queries and maintain high standards of data accuracy to inform decision-making. Communicate clearly and effectively with internal stakeholders at all levels, as well as with external parties.

Act as a company representative in small claims court proceedings when required. Key requirements: Experience in complaints management, compliance, regulatory, legal, or fraud/disputes resolution. Familiarity with various customer support channels, including voice, email, and chat. Strong investigative mindset with excellent problem-solving skills. Outstanding communication skills and the ability to manage stakeholders effectivelyAbility to perform under pressure with tight timelines and competing priorities. High attention to detail with strong accuracy and proofreading skills Proficiency in written and spoken English; additional proficiency in an Asian language is an advantage