About The Team

The Complaint Handling Specialist is responsible for the end-to-end management of severe, complex and high-impact customer complaints escalated beyond standard customer service handling.

The role manages complaints received through regulatory bodies, government and consumer agencies, legal or formal dispute channels, Senior Management, Compliance, internal business escalations and other high-priority customer escalation channels.

This role requires strong critical thinking, sound judgement and a high sense of urgency to assess complaint severity and customer impact, conduct independent investigations, identify root causes and drive appropriate resolution.

The role is also responsible for identifying when individual complaints may indicate wider or systemic customer issues, coordinating with relevant teams during customer-impact incidents, and ensuring appropriate actions are taken to address the immediate impact and prevent recurrence.

Job Description

Complaint Management & Resolution

Own severe, complex and high-impact customer complaints end-to-end from receipt through investigation, resolution and closure.
Assess complaints upon receipt to determine severity, urgency, customer impact and potential business or regulatory risk.
Prioritise cases based on impact and urgency, particularly where delays may increase customer harm or business exposure.
Determine the appropriate complaint resolution based on investigation findings, applicable policies and actual customer impact.
Assess the need for appropriate customer remediation or service recovery based on the circumstances of the case.
Maintain ownership even when investigation or corrective action is required from another team, and actively drive outstanding actions through completion.
Ensure all agreed actions and remediation are completed before confirming complaint closure.

Investigation, Impact Assessment & Decision Making

Conduct independent and thorough investigations using customer interactions, transaction records, system information, internal processes and findings from relevant teams.
Establish a clear chronology and determine what happened, why it happened, the customer impact, root cause and whether the issue was preventable.
Critically evaluate findings, identify gaps or inconsistencies and challenge unsupported conclusions.
Identify missing information and drive further investigation where available findings are insufficient.
Assess the potential impact beyond the individual complaint, including financial impact, affected customers, ongoing exposure, recurrence and regulatory or reputational implications.
Exercise sound judgement and make timely decisions when handling critical cases, including situations where information may be incomplete or evolving.
Escalate material risks promptly where there is potential for significant customer harm, wider impact or continued recurrence.

Customer Incident Management

Identify when individual or recurring complaints may indicate a wider customer-impact incident involving system, process, product, partner or configuration issues.
Rapidly assess incident severity, potential scale, affected customer population and ongoing customer exposure.
Coordinate with relevant teams to establish the issue, immediate actions, mitigation, recovery and customer resolution requirements.
Ensure customer impact is clearly understood and considered throughout incident response and recovery.
Track customer-related corrective and recovery actions until the identified impact has been appropriately addressed.
Support post-incident reviews to identify root causes, lessons learned and preventive actions.

Communication & Stakeholder Management

Provide clear and timely communication to customers and relevant stakeholders throughout the complaint or incident lifecycle, including difficult or sensitive cases.
Coordinate effectively across Product, Operations, Fraud, Risk, Compliance, Legal and other relevant teams to obtain findings and drive required actions.
Translate complex findings into clear, concise and evidence-based case summaries, investigation outcomes and responses for customers, regulators, Senior Management and other stakeholders.
Proactively highlight significant findings, emerging risks, systemic issues and high-impact cases to the Complaint Handling Unit Lead for timely intervention or decision-making.
Maintain regular visibility to the Complaint Handling Unit Lead on key cases, outstanding risks and actions requiring further attention.

Root Cause, Prevention & Continuous Improvement

Conduct or support Root Cause Analysis (RCA) for severe complaints and customer-impact incidents.
Identify underlying causes, contributing factors and whether complaints were preventable.
Analyse complaint and incident patterns to identify recurring issues, emerging customer risks, process gaps, service failures and potential control weaknesses.
Highlight systemic or repeated issues to relevant business owners and support corrective and preventive actions.
Track mitigation arising from significant complaints, incidents and root cause reviews where required.
Contribute to improvements in complaint handling processes, escalation criteria, investigation standards, incident response playbooks and communication templates.
Maintain accurate complaint records and support management, trend and regulatory reporting.

Requirements

Diploma or Bachelor's Degree in Business, Finance, Banking, Risk Management or a related discipline.
Minimum 3–5 years of relevant experience in complaint management, complex escalations, banking, fintech, financial services, disputes, fraud operations or incident management.
Experience handling regulatory, executive, legal or other high-level customer complaints is strongly preferred.
Strong critical thinking, investigation and problem-solving skills, with the ability to identify gaps, challenge incomplete findings, establish root causes and distinguish facts from assumptions.
Strong impact assessment and judgement, with the ability to assess customer harm, urgency, potential scale and wider business or regulatory implications, including when information is incomplete or evolving.
Strong sense of urgency, with the ability to remain calm under pressure, prioritise competing demands and recognise situations requiring immediate action or escalation.
Strong ownership and stakeholder management skills, with the confidence to challenge findings and drive actions across multiple teams through resolution.
Excellent written and verbal communication skills in English and Bahasa Malaysia, with the ability to communicate complex findings clearly to customers, Senior Management and external stakeholders.
Able to work independently, manage multiple complex cases and deadlines, and recognise when individual complaints may indicate a wider or systemic issue.