Customer Assurance Specialist

About the role

The Customer Assurance Specialist independently manages the full lifecycle of customer complaints, ensuring each case is handled fairly, objectively, and in line with regulatory standards. This role plays a pivotal part in maintaining trust and improving the overall experience for banking customers.

Key responsibilities

• Conduct end‑to‑end reviews of customer complaints, guaranteeing compliance with regulatory requirements.
• Investigate issues to identify root causes and develop clear, professional responses for customers.
• Collaborate with cross‑functional teams to handle complaints and share insights from customer feedback.
• Recommend policy or process enhancements based on trends and feedback analysis.
• Lead initiatives aimed at elevating the overall customer experience.

Required profile

• Bachelor’s degree or equivalent.
• Prior experience in customer service or dispute handling within the banking/financial services sector (preferred).
• Excellent verbal and written communication abilities.
• Strong multitasking, prioritisation, and time‑management skills.
• Analytical mindset with solid problem‑solving and stakeholder‑management capabilities.

Required skills

• Proficiency with Microsoft Office, specifically Excel and Word.