Complaints and Dispute Specialist

A Complaints and Dispute Specialist specializes in handling customer complaints and resolving organizational disputes. They are crucial in maintaining customer satisfaction and addressing issues arising during business operations.

A Complaints and Dispute Specialist investigates customer complaints to understand the nature of the issue, communicates with customers to gather relevant information and feedback, analyzes data and evidence related to complaints and disputes, collaborates with different departments or teams to resolve issues effectively, and provides solutions or recommendations to prevent similar problems in the future. Additionally, they may document complaint resolutions, maintain records of disputes, and participate in training sessions to improve customer service practices and conflict resolution skills.

Are you talented in maintaining customer satisfaction and resolving issues with precision and empathy?

Join us as our Complaints and Dispute Specialist today!

You'll be the point person for handling customer complaints and resolving disputes, ensuring that each issue is addressed promptly and effectively.

You'll utilize your exceptional communication and problem-solving skills to investigate complaints, gather relevant information, and collaborate with internal teams to find swift and satisfactory resolutions.

Your keen attention to detail and analytical mindset will be instrumental in analyzing data and evidence related to disputes, enabling you to provide informed recommendations and prevent the recurrence of similar issues.

• Manage and resolve customer complaints and disputes in a timely and professional manner.
• Communicate effectively with customers to address concerns and provide appropriate solutions.
• Handle escalated complaints with sensitivity and empathy.
• Conduct thorough investigations into complaints, gathering relevant information and evidence.
• Document all interactions and resolutions accurately in the system.
• Follow up with customers post-resolution to ensure satisfaction.
• Collaborate with internal teams to prevent recurring issues and improve overall customer experience.
• Analyze complaint trends to identify underlying problems and recommend process improvements.
• Generate reports on complaint resolution metrics for management review.
• Provide feedback to management on areas for enhancement in customer service procedures.
• Ensure compliance with industry regulations and company policies.
• Stay updated on industry best practices and regulations related to complaint handling.
• Assist in training new team members on complaint management processes.
• Foster positive customer relationships through effective communication and problem-solving.
• Contribute to a positive team environment through collaboration and support.

• Enhanced customer satisfaction ratings within the first six months.
• Reduced complaint resolution time through process improvements.
• Achieved a high-resolution rate on all complaints and disputes.
• Implemented a feedback system to decrease complaint frequency.
• Maintained accurate records of all complaint resolutions for audit purposes.
• Improved team efficiency, leading to fewer unresolved complaints.
• Met or exceeded all key performance indicators in complaint management.

• Bachelor's degree in Finance, Business Administration, or a related field.
• Proven experience in complaints handling or customer service roles within the finance industry.
• Strong knowledge of financial products, services, and regulations.
• Prior experience in dispute resolution is highly preferred.
• Excellent communication and interpersonal skills.
• Ability to remain calm and professional in challenging situations.
• Detail-oriented with strong analytical and problem-solving abilities.
• Proficiency in customer relationship management software and MS Office suite.
• Ability to work independently and as part of a team.
• Certification in complaint handling or related fields is a plus.