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