Supervisor, Complaint Investigation

Job duties:-

• Investigate, manage, and resolve complaint cases receive from service centre and contact centre
• Detailed fact findings through different system, for instance, IVRS/call & visit recording/case management/imaging/MPF administration system
• Prepare complaint report with finding and understanding of complaint root cause and evidence
• Suggest solutions, remedial and preventive measures
• Direct communicate with complainants on complaint status updates, resolutions, and proposal to close complaint cases

Job requirements:-

• University degree holder
• 3 years or above experience in MPF and Pension experience
• With at least 1 year of experience in MPF complaint investigation
• Familiar with MPFA Regulatory and MPF administration processes
• Excellent English writing skills and reporting
• Self-initiative, independent with good interpersonal and communication skills
• Detailed and comprehensive searching skill on all possible material facts related to a complaint case