 Monitor, analyse and prioritise negative feedback, low ratings and client comments received through Medallia and other feedback channels on a daily basis.Contact clients by phone to understand their concerns, identify the underlying reasons for dissatisfaction and gather detailed information.Thoroughly investigate client issues and determine appropriate solutions within your authority, balancing client needs with TBC Capital’s policies and business interests.Resolve issues within the scope of the role and escalate cases requiring additional expertise or approval to the relevant teams.Coordinate the resolution process across teams and keep clients informed of progress and final outcomes.Accurately document client concerns, root causes, actions taken and feedback in Medallia or other designated systems.Identify and record client pain points in a dedicated tracking form.Identify recurring issues, systemic problems and process gaps, and share findings with the relevant teams.Initiate improvement projects to address the root causes of recurring problems and enhance the client experience.Prepare recommendations for complex or non-standard cases and coordinate the necessary reviews and approvals.Support client-facing and internal teams with feedback-related enquiries, procedural questions and complex cases.Work closely with Legal, Risk, Compliance, Product, Operations and IT teams to ensure timely and effective resolution.Base decisions and recommendations on verified facts, client feedback and applicable internal policies and procedures.Meet service-level agreement (SLA) targets and ensure timely follow-up with clients.Prepare concise analytical summaries of client feedback, highlighting key drivers of dissatisfaction, recurring issues, trends and improvement opportunities.Provide regular updates to your manager on ongoing cases, identified issues and proposed actions.
