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Complex Case Handling

• Resolve high-value or VIP client complaints with professionalism and urgency.
• Manage compliance-related cases such as AML, KYC, and fraud alerts in collaboration with the Risk & Compliance team.
• Handle unresolved escalations from Level 2 to ensure full closure and customer satisfaction.
• Lead customer retention efforts for high-risk or rebounding clients to minimize churn and restore trust.

Systemic & Technical Issues

• Collaborate with IT and Product teams to diagnose and resolve platform bugs, system outages, or performance downtimes.
• Conduct root cause analysis for recurring failures and recommend permanent corrective actions.
• Follow up to ensure implementation of preventive measures and process improvements.

Reporting & Insights

• Prepare detailed reports on systemic issues, critical cases, and customer risk patterns.
• Share insights and recommendations with management to prevent recurrence and strengthen service reliability.
• Track and report trends in escalations, resolution times, and customer retention outcomes