Customer complaints officer

About the company

CBC Finance PLC is aiming for growth and stability as a leading Sri Lankan finance institution backed by the Commercial Bank of Ceylon PLC, focusing on superior service, digital growth, and community impact. We emphasize integrity, fairness, and responsible citizenship, creating a positive environment for employees. To facilitate our continued expansion and pursuit of excellence, we are actively seeking professional achievers to join our team a Customer Complaints Officer to ensure customer concerns are handled professionally, promptly, and with a strong focus on service excellence.

Key responsibilities

• Receive, record, investigate, and resolve customer complaints in a timely manner.
• Coordinate with relevant departments and branches to investigate customer concerns.
• Monitor complaints and ensure appropriate corrective actions are taken.
• Maintain accurate records and prepare regular complaint reports and analysis.
• Identify recurring issues and recommend improvements to enhance customer experience.
• Ensure complaints are handled in line with company policies, procedures, and applicable regulatory requirements.
• Follow up with customers and ensure effective communication throughout the complaint resolution process.

Requirements

• Degree/diploma in business management, banking & finance, customer service, or a related field.
• Minimum 2-3 years of experience in customer complaints handling, customer service, banking/finance, or a similar role.
• Strong communication, negotiation, and problem-solving skills.
• Excellent interpersonal skills with the ability to handle difficult or sensitive situations professionally.
• Strong analytical and report-writing skills.
• Ability to work independently while coordinating effectively with multiple departments.
• High level of integrity, confidentiality, and customer orientation.

When applying

If you are confident that you can fulfill the above requirements, please send us your application with contact details of two non-related referees to [email protected] within 07 days of this advertisement indicating the position applied for on the subject line of the email. Company reserves the right to communicate with the short-listed applicants only. Apply now and be part of a team committed to putting our customers first.