Customer Complaints Specialist

Digital Gaming Corporation
Arlington, VA
Nov 24, 2021
Nov 26, 2021
Accountant, IT
Full Time
This role will deal with all formal customer complaints with a focus on customer retention. The Customer Complaints Specialist will track and keep a record of all complaints and their outcomes and, when necessary, provide a report to the relevant regulatory authority and/or land-based partner.The Customer Complaints Specialist will be responsible for monitoring and reviewing the complaints process by ensuring that it is efficient and customer-friendly and meets regulatory requirements.This role will provide business insights derived from complaints and liaise with the relevant stakeholders.Duties include, but not limited to:Complaints; Responding to customer complaints that have been initiated through the internal complaints process.Ensure that all customer complaints are attended to within the specified regulatory timeframe and in the best way possible to provide a positive customer experience.Manage the customers' expectations by explaining the complaint handling process and the timeframes for dealing with the complaint, and when they might expect a response.Act without bias, reach conclusions, and form views based on the facts of the case, taking into account the context of the situation and the resultant impact on the customer.Investigate complaints and draft written replies to customers.Maintain a risk register highlighting to the Operations Manager and Operational Compliance risks emanating from the customer complaints.Ensure that responses to customer complaints are drafted in terms of the company policies and procedures relating to customer complaints.Continuously review and adapt the complaints process to ensure efficiency and regulatory requirements are kept.Requesting and recording actions made on customer accounts due to customer complaint outcomes.Liaise as required with staff from other departments or third-party providers to gain information, to resolve customer complaints.Confidently communicate with regulators on outcomes of complaints and providing a detailed breakdown of the complaints. Reporting; Send weekly and monthly reports to relevant stakeholders based on data from complaints.Establish a complaints data warehouse where all responses and outcomes of complaints are recorded.Highlight trends in complaints based on service, processes, and product. This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives. Essential Criteria:Bachelor's degree (or equivalent experience) with 3-5 years of related experienceA minimum of 2 years of combined experience in complaint managementAbility to manage priorities and workflow in a rapidly changing environmentAbility to handle confidential information in a professional mannerFluent English communicator Employees must be able to qualify for licenses and permits required by federal, state, and or local regulations Knowledge, Skills & Abilities: Excellent organizational, problem-solving, and analytical skillsExcellent communications, documentation, and time management skills requiredExtremely high attention to detailExcellent written communicationExperienced in working within a regulated environmentKnowledge of Microsoft applications, including Word, Excel, etc.Ability to make sound business judgmentsExcellent interpersonal skills and ability to work with a variety of people

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