She/he is responsible for solving any sorts of complaint occurring on all banking services providing. The basic roles and responsibilities of Complaint Resolution Specialist are included:

• Being responsible for receiving, resolving (if achievable during first-stage of resolution) registering complaints from all interactive channels, including reports from front-line staff and/or the Champion into FT system.
• Ensuring that all complaints are received and acknowledged by the complaint owner and keep complainant (complaint raiser) the progress of resolution.
• Using bank system and knowledge, actively investigate customer complaints in a timely and effective manner.
• Every complaint is required to be checked and verified no later than 24 hours upon receiving.
• Investigating and escalating to the right and dedicated team.
• Following up with internal relevant teams.
• Contacting customers to inform them about the resolution cycle, or asking for information & supporting documents.
• Reporting immediately on any urgent case(s) which is required to be fixed to comply with bank operation and policy or fulfill customers’ needs.
• Keep customer informed about the resolution and/or feedback every 24 hours.
• Ensuring that all complaints are received and acknowledged by the complaint owner and keep complainant (complaint raiser) the progress of resolution.
• Highly securing the customer’s confidentiality.
• Preparing reports and other assigned tasks.
• Well managed all the dispute records.
• Produce monthly, quarterly and yearly report.
• Provide sub-tasks.

• Excellent communication skills in English and Khmer (verbal and written) and interpersonal skills with the ability to influence outcomes.
• Knowledge of information technology.
• Attention to details and critical thinking skills.
• Skills in supporting business development planning, documentation and implementation.
• High level analytical skills with the ability to think literally and the flexibility to be able to work in an environment of change.
• Team-working spirit and able to work independently.
• Previous banking experience and handling customer's complaint is a plus.
• Chinese is a plus.

Interested and qualified applicants should submit only your updated covering letter and CV stating the position you apply for with current photo (4x6) through our E-mail: [email protected]

Note: For more vacancies please visit our website: www.ababank.com if the above job advertisement doesn’t meet your career goal.

ABA Bank is one of Cambodia's premier banking institutions founded in 1996 as the Advanced Bank of Asia Limited. ABA Bank is now a multi-branch network universal commercial bank offering a full range of products and services to all Cambodians. Here at ABA Bank we are always looking for Competence and Ambition candidates to join our team.