Act as the primary point of contact for handling client complaints and disputes.
Investigate issues thoroughly, ensuring root cause analysis and fair resolution.
Maintain accurate documentation of all cases, actions taken, and outcomes.
Escalate complex or high-risk disputes to senior management when necessary.
SLA & Performance Management:
Monitor and manage complaint resolution timelines to meet strict client SLAs.
Track case progress proactively, ensuring deadlines are consistently achieved.
Provide regular reporting on SLA adherence, resolution rates, and client satisfaction.
Identify risks of SLA breaches early and implement corrective actions.
Client Communication & Relationship Management:
Deliver clear, empathetic, and professional communication to clients throughout the dispute process.
Keep clients informed of progress and resolution outcomes in a timely manner.
Build trust by demonstrating accountability and transparency in handling disputes.
Continuous Improvement & Risk Mitigation
Analyse complaint trends to identify recurring issues and recommend process improvements.
Collaborate with internal teams (operations, compliance, legal, etc.) to address systemic problems.
Contribute to policy and procedure updates to strengthen dispute management frameworks.
Support training initiatives to enhance complaint-handling skills across the team.
Compliance & Governance:
Ensure all complaint-handling activities comply with regulatory requirements and company policies.
Maintain confidentiality and data protection standards in all client interactions.
Knowledge, skills and experience required
Experience working in a client facing account management role or an administration role.
Account support/admin/management experience, gained within any sector preference can be given to individuals with banking or finance experience.
Ability to engage and communicate across diverse internal & external audiences.
Ability to work under pressure, to tight deadlines.
Basic data analysis, data consolidation and reporting experience.
Good understanding of contractual obligations.
Experience in reconciling invoices.
Experience in managing complaints.
Fluent in English and a second European language would be desirable.
High level of numeracy and computer literacy (MS Office).
Advanced excel skills - essential.
Person Specification
Simultaneously think strategically and act tactically.
Systematically approach issues, opportunities and recommendations with a spirit of curiosity and open-mindedness.
Commercially aware with a passion for efficiency and high quality operational delivery.
Likes to work proactively, under pressure, to tight deadlines, in a dynamic environment.
Collaborative in approach.
Shows appreciation & understanding of wider business functions and how departments link together.
Ability to identify and support in resolving issues, and know when escalation is required.
Clear, honest and open in all communications.
Excellent attention to detail.
Can-do attitude ready to step in and help out where needed.
Shows initiative.
Strong operational and administration experience.
About us: Our story
The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.
We have more than 25 years' experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.
Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give
Benefits
Vision insurance
Additional Information
Recruiter for this role:
Aparna Singh
Purpose of the job
The purpose of the Client Services Account Executive role within the Client Operations team is to provide administrative support to the Client Operations Account Managers who look after existing B2B accounts across CEMEA and EU regions.
Collinsongroup · Mumbai, India