Baru Investigator Customer Complaints

Date Posted: Posted7 hari yang lalu
Salary:
Jakarta
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Job Description

Bring your career aspirations to life with AIA! Responsible for investigation customer complaints regarding misrepresentation, misappropriation and fraud. Customers’ MMF Complaint Investigation
  • Receive and review Customers’ MMF Complaint cases assigned by ICC Supervisor by collecting related information, review all documents/evidences and conduct a thorough case analysis and investigation.
  • Perform internal investigation to assess the case and documents by coordinating with related departments (e.g. CC, Legal, Compliance, Finance, Distribution Channel & Operation, Claim and Audit team) to cross examine facts around the case accurately and comprehensively.
  • Interview sales forces to obtain their statement and admission pertaining to the case by meeting in person, phone call or any other feasible way of communication.
  • Meeting with customer (with the presence of CC team) to obtain further clarification around the case and/or tripatriate meeting among customer, sales force and Position Holder.
  • Liase with Distribution Channel team and/or bank partners to query and obtain required information, documents and facts around the investigated case.
  • Complete the investigation within the agreed Turn Around Time (TAT) and prepare investigation report detailing the whole case completely and provide proper recommendations on the sales force and customer complaints resolution considering the Company policies and guidelines, operating principles, service benchmarks, regulatory requirements and best practices.
  • Ensure recommendations are implemented accordingly by related department/team for the closure of a case.
  • Provide inputs for internal improvement based upon investigation result.
Sales Force Misconduct of WB (Non-Customer Complaints Investigation)
  • Receive and review sales force misconduct of Non-Customer Complaints cases from WB by collecting related information, review all documents/evidences and conduct a thorough case analysis.
  • Perform investigation to assess the case and documents by coordinating with related departments (e.g. HR, Finance, Distribution Channel & Operation and Audit team, etc.) to cross examine the facts accurately and comprehensively.
  • Interview the Reported Person or witnesses to obtain their statement and admission pertaining to the case by meeting in person, phone call or any other feasible way of communication.
  • Interview Reporting Parties to obtain their further clarification and statement pertaining to the case by meeting in person, phone call or any other feasible way of communication.
  • Liase with Reporting Parties to query and obtain required information, documents and facts around the investigated case.
  • Complete the investigation within the agreed TAT and prepare investigation report detailing the whole case completely and provide proper recommendations on the sales force considering the Company policies and guidelines, operating principles, service benchmarks, regulatory requirements and best practices.
  • Ensure recommendations are implemented accordingly by related department/team for the closure of the said case.

Reports
  • Update Case Log-Book in regular basis (daily) to track the progression and completion of the investigated cases.
  • Assist ICC Supervisor and/or Head of Investigation and/or Head of Legal on the completion of various reports for Local Management and/or Governance Forums, Group Office and local regulator as requested, e.g. MCC, CEC, Appeal Board, OJK Report, etc
  • 4. Ad-Hoc Assignments
  • Support Head of Investigation and/or Head of Legal in other assignments outside Customers’ MMF Complaint area as requested.
Build a career with us as we help our customers and the community live healthier, longer, better lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

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Job Detail

  • Job Id
    c4aee61331e90d78
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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