[DISTRICT 7] CASE RESOLUTION SPECIALIST

• Receive, Investigate and handle complain through assigned channels, ensuring timely and accurate resolution.
• Proactively coordinate  with Branches and relevant Head Office departments to identify root causes and provide approriate solution to customer.
• Follow up on pending cases and ensure complains are resolved within the defined SLA.
• Communicate professionally and empathetically with customers to understand their concerns and ensure timely feedback.
• Promptly escalate complex complain to the higher level for further investigate and resolution.
• Track and report complaint trends, recurring issues, customer feedback to improve banking service quality and the customer experience.
• Ensure all complaint handling process complies with the Bank's policies, procedures, and operational standards.
• Perform other tasks as assigned by the Line Manager and within HCC scope of work.

• Working Experience: From 2+ year of experience in Contact Center, Complaint Handling, Banking or customer service environment.
• Good problem-solving skill, identify appropriate solutions, coordinate with relevant stakeholders, and drive cases to final resolution.
• Strong communication and interpersonal skills to effectively work with customers, Branches, and internal departments.
• High sense of responsibility, proactive follow-up and strong commitment to completing assignments.
• Ability to manage multiple cases and prioritize work effectively while meeting SLA requirements.
• Proactive, accountable, detail-oriented, confident, productivity.