About this role
Envision Employment Solutions is currently looking for a Complaints Handling Analyst for one of our partners, a leading Digital Bank!
THE ROLE
Every complaint is a customer telling the bank exactly where it fell short, and someone has to actually listen and act on it. You're the one who logs it, digs into why it happened, and coordinates with whoever needs to fix it, then puts the response in writing, clearly, fairly, and within the standard the bank and the regulator both expect. Get it wrong, and it's not just one unhappy customer, it's a CBE escalation with your name on the file.
WHAT YOU’LL DO
Receive, log, and triage incoming customer complaints across all channelsInvestigate complaint root causes and coordinate resolution with relevant business unitsDraft formal responses to customers in line with quality and compliance standardsManage escalations to regulatory bodies (e.g., CBE) with required documentationMaintain accurate complaint records and contribute to trend reporting
WHAT WE’RE LOOKING FOR
1 to 3 years of experience in complaints handling, customer relations, or operations within financial servicesStrong analytical and investigative skillsAwareness of CBE consumer protection guidelinesExcellent written communication and documentation skillsAbility to manage multiple open cases with attention to detail
YOU’LL THRIVE HERE IF YOU
You'd rather find the real root cause than close a complaint with a quick apologyYou write a formal response the same way whether it's going to a customer or a regulator, clear, accurate, and defensibleYou keep every open case straight in your head, even when you're carrying a full caseloadYou treat a complaint trend as a signal to flag, not just a number to log