Escalations Handling Specialist

About Atome Financial

Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn’s 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:

• Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands

• Atome Card: A paylater anywhere card.

• Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).

Our culture is built on values that are core to who we are and what we stand for:

1. We foster an INNOVATION mindset

2. We achieve results with EFFICIENCY and excellence

3. We take pride in the QUALITY of our work

4. We uphold INTEGRITY in all we do

5. We embrace COLLABORATION to work across business lines and border

Job Description:

• Receive and manage customer complaints, ensuring prompt and effective resolution in accordance with company standards.
• Engage directly with customers to gain a clear understanding of their concerns and provide professional, customer-centric solutions.
• Handle escalated and high-priority complaints, ensuring timely resolution and feedback within defined service-level agreements.
• Analyze complaint trends and data to identify root causes and recommend process improvements aimed at enhancing the overall customer experience.
• Prepare comprehensive complaint handling reports and present key insights and recommendations to senior management. Support the department in accomplishing other relevant tasks as required.

Qualifications and Requirements:

• A minimum of one (1) year of relevant experience in customer service, quality analyst or complaint handling; experience within the banking or fintech industry is preferred.
• Excellent communication and negotiation skills, with the ability to manage complex and sensitive customer concerns effectively.
• Strong analytical and problem-solving capabilities, with the ability to perform under pressure.
• High level of service orientation and a collaborative team mindset.
• Proficiency in office productivity tools and customer relationship management (CRM) systems.
• Willing to work in Mandaluyong; Hybrid set up