Complaint & Escalation

UOB (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

Guided by Asian principles of prudence, enterprise and commitment for more than 80 years, we are committed to building a better future for ASEAN. Through our extensive network and suite of capabilities, we are uniquely positioned to offer financial solutions to the people living in, as well as businesses that connect with and operate within the region.

About this position

UOB is a leading bank in Asia with a strong commitment to customer service and complaint management. The position of Complaint & Escalation involves handling customer complaints effectively and ensuring compliance with standards and regulations.

Responsibilities

• Handle and manage complaints with understanding the fact findings and other factors behind to ensure solutions have been delivered to customers promptly, independently and effectively with compliance to the standard and regulation
• Independently call and run meeting with business partners for problem resolution
• Ensure procedure and policy have been updated on timely basis or when having any change
• Initiatives and Process Improvement
• Independently collaborate with business partners to share and update fact findings from customer problems/feedback and work with Business partners for long-term solution and continuous service improvement
• Identify common negative customer feedback from all channels and produce data analytic on root cause, pain point, corrective and preventive actions to improve customer experience from end-to-end customer journey and improve customer satisfaction level as well as compliance
• Initiate service improvement campaigns that reflects to complaint reduction and customer satisfaction scores
• MIS and Reporting
• Produce concise reports including reports to business partners, group, management, and regulators within timeline
• Initiate and simplify MIS and reporting to increase team productivity

Requirements

• Experience on complaint management or customer experience
• Able to produce MIS report, doing report for analysis in different ways as per requirement
• Knowledgeable in Excel and PowerPoint
• Willing to talk and handle customers (both Thai & English)