Complaints Handling Analyst

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 channels
• Investigate complaint root causes and coordinate resolution with relevant business units
• Draft formal responses to customers in line with quality and compliance standards
• Manage escalations to regulatory bodies (e.g., CBE) with required documentation
• Maintain 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 services
• Strong analytical and investigative skills
• Awareness of CBE consumer protection guidelines
• Excellent written communication and documentation skills
• Ability 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 apology
• You write a formal response the same way whether it's going to a customer or a regulator, clear, accurate, and defensible
• You keep every open case straight in your head, even when you're carrying a full caseload
• You treat a complaint trend as a signal to flag, not just a number to log

Desired Candidate Profile

WHAT WE RE LOOKING FOR

• 1 to 3 years of experience in complaints handling, customer relations, or operations within financial services
• Strong analytical and investigative skills
• Awareness of CBE consumer protection guidelines
• Excellent written communication and documentation skills
• Ability 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 apology
• You write a formal response the same way whether it's going to a customer or a regulator, clear, accurate, and defensible
• You keep every open case straight in your head, even when you're carrying a full caseload
• You treat a complaint trend as a signal to flag, not just a number to log