Associate

Description

Job Title

Associate

Location

AE

Organization Name

Complaints Management

Department Description

Brief Description

Detailed Description

To manage customer complaints through effective investigation, coordination, and resolution while ensuring compliance with regulatory requirements, service standards, and customer experience expectations. The role is responsible for maintaining accurate complaint records, supporting root cause analysis, and delivering fair, timely, and customer-focused outcomes that protect Sukoon’s reputation and strengthen customer trust

Job Requirements

Complaint Management & Resolution• Manage end-to-end complaint handling from receipt through closure in accordance with established service standards.• Acknowledge complaints promptly and maintain regular communication with customers throughout the resolution process.• Investigate complaints by gathering relevant information, documentation, and stakeholder input.• Ensure complaints are resolved accurately, fairly, and within agreed turnaround times.Customer Communication• Act as the primary point of contact for customers during the complaint lifecycle.• Provide clear, professional, and empathetic communication across all customer interactions.• Manage customer expectations and provide timely updates on complaint status and resolution outcomes.Investigation & Root Cause Analysis• Conduct fact-finding and analysis to identify the underlying causes of complaints.• Escalate complex or high-risk complaints to the appropriate teams and management.• Support identification of recurring issues and recommend corrective actions to prevent future occurrences.Stakeholder Coordination• Collaborate with Claims, Underwriting, Operations, Sales, Finance, and other departments to investigate and resolve complaints.• Ensure timely responses and accountability from relevant stakeholders.• Facilitate resolution discussions to achieve customer-centric outcomes.Governance, Compliance & Risk Management• Ensure complaint handling complies with regulatory requirements, internal policies, and customer service standards.• Maintain confidentiality and integrity of customer information.• Support regulatory reporting and audit requirements related to customer complaints.Complaint Analytics & Reporting• Maintain accurate complaint records and documentation within CRM and complaint management systems.• Prepare complaint reports, trend analysis, and management updates.• Monitor complaint categories, resolution times, and service performance indicators.Continuous Improvement• Identify process gaps, service failures, and improvement opportunities from complaint insights.• Contribute to initiatives that enhance customer experience and reduce complaint volumes.• Support implementation of corrective and preventive actions arising from complaint reviews

Additional Details

KPI

People Process Finance Customers• Effectiveness of stakeholder collaboration• Quality of internal communication and coordination• Contribution to customer experience improvement initiatives• Teamwork and knowledge-sharing effectiveness• Percentage of complaints resolved within SLA (target: 95%+)• Average complaint resolution turnaround time• Accuracy and completeness of complaint documentation• Quality of complaint investigations• Root cause analysis completion rate• Compliance with complaint handling procedures and regulatory requirements• Reduction in financial losses arising from complaints• Accuracy of complaint-related compensation and settlement recommendations• Minimization of operational and reputational risk exposure• Contribution to prevention of repeat complaint costs• Customer satisfaction with complaint handling process• Complaint resolution effectiveness• Quality and timeliness of customer communication• First-contact resolution where applicable• Reduction in repeat complaints

Competencies for the Success of the Role Communicates Effectively Decision QualityInterpersonal Savvy ResourcefulnessManages Conflict Demonstrates Self Awarenes

Skills for the Success of the Role • Complaint Management• Customer Issue Resolution• Root Cause Analysis• Customer Experience Management• Conflict Resolution• Investigation Techniques• Regulatory Complaint Handling• Case Management Systems• CRM Systems• Data Analysis & Reporting• Business Communication• Stakeholder Management• Documentation & Record Management• Microsoft Office Suite

How To Apply

Amount of Travel

Work At Home

Skills

SkillMinimum LevelMaximum LevelDesirabilityNo results found.