Role Purpose: Support the effective management of consumer complaints by implementing policies and operations, leveraging data-driven insights to ensure timely resolution and enhance credit consumer protection, while contributing to outreach and education initiatives that promote regulatory awareness and foster a responsible borrowing culture.
Principal Accountabilities:
- Handle routine complaints and conduct thorough case assessments, managing end-toend complaint resolution and escalation as needed.
- Follow SOPs for complaint handling; provide feedback on process gaps during execution.
- Provide detailed case documentation and supporting evidence for escalated cases.
- Maintain accurate complaint data, prepare reports and dashboards, and conduct preliminary analysis to identify trends and recurring issues.
- Collect feedback during complaint resolution, assist in drafting reports and presentations.
- Provide accurate and clear information on credit products, credit services as well as credit consumer protection areas under the Consumer Credit Act (CCA).
- Maintain updated knowledge of regulatory changes, industry developments in credit consumer, and internal Consumer Credit Commission policies to ensure compliance and provide accurate advice.
- Assist in creating and updating educational content, FAQs, and digital resources for consumers and regulatees.
- Support event logistics and webinar coordination, prepare presentation materials, draft newsletters, communication content, and social media posts to ensure effective outreach and engagement.
- Actively contribute to process enhancement initiatives and engage in development opportunities to continuously improve efficiency, compliance, and personal capability.
- Support ad hoc tasks assigned from time to time as and when required, to support departmental and Commission's objectives.
Knowledge, Skills, and Accountabilities
- Minimum 2 years of experience in case management, call centre operations, or consumer complaint handling, preferably within financial services or regulatory environments.
- Familiar with Malaysia's consumer credit market and consumer protection regulations, with ability to apply analytical and problem-solving skills in compliance, identify regulatory gaps, and fair conduct standards among regulated entities.
- Understand regulatory frameworks, review market practices, and able to contribute to initiatives that promote consumer protection in the consumer credit industry.
- Proficient in Customer Relationship Management (CRM) systems, reporting tools, MS Office Suite (Excel, Word, PowerPoint) and complaint tracking platforms, with strong multitasking skill.
- Demonstrate excellent written and verbal communication skills, strong interpersonal skills, high attention to detail and adaptability.
- Technical Outreach Literacy Programme Management, Strategic Communications, Customer Relationship Management, Customer Experience Management
