COMPLIANCE OFFICER (CUSTOMER SERVICE)

• Monitor all customer service processes to ensure compliance with applicable real estate regulations, company SOPs, and legal requirements. • Conduct routine and spot-check audits of client files, transaction documentation, and service records to identify compliance gaps. • Ensure all customer contracts, agreements, and documentation meet legal and regulatory standards before execution. • Keep abreast of changes in relevant laws, FRCN guidelines, and real estate regulatory frameworks, and update internal policies accordingly. • Report compliance breaches, risks, or irregularities to management and recommend corrective actions.

• Serve as the primary escalation point for unresolved or complex customer complaints within the customer service function. • Investigate client complaints thoroughly, ensuring fair, timely, and documented resolution in line with company policies. • Liaise with legal, sales, and project management teams to resolve disputes involving property transactions, documentation, or service delivery. • Maintain comprehensive complaints register and track resolution timelines and outcomes. • Identify recurring complaint patterns and escalate systemic issues for process improvement.

• Develop, review, and enforce customer service standards, scripts, and response protocols across all channels. • Conduct periodic assessments of customer service staff interactions (calls, emails, in-person) for quality and compliance. • Provide feedback, coaching, and training to customer service staff on compliance requirements and service excellence. • Ensure consistent adherence to client communication standards, turnaround times, and escalation procedures.

• Ensure all client onboarding documents, KYC records, transaction files, and correspondence are complete, accurate, and properly archived. • Review and approve customer-facing templates, letters, and communication materials for regulatory accuracy. • Support the preparation and submission of regulatory reports and returns as required. • Ensure data privacy and confidentiality standards are upheld across all client records and interactions.

• Develop and deliver compliance awareness training for the customer service team on a periodic basis. • Foster a compliance-first culture within the customer service department through communication, coaching, and accountability frameworks. • Collaborate with HR on onboarding processes to ensure new customer service staff are trained in compliance obligations.

• Responsible for overseeing the storage, tracking, and control of department materials, equipment, and supplies. • Maintaining accurate inventory records, monitoring stock levels, conducting regular stock counts, preventing shortages or overstocking, and ensuring proper handling of assets.

• Planning, monitoring, and controlling departmental budgets to ensure efficient use of departmental resources. • Tracking expenses against approved budgets, analyzing variances, and recommending cost-saving measures.

• Processing requests for office or operational supplies in line with departmental needs and approval procedures. • Identifying supply requirements, preparing requisition documents, obtaining necessary approvals, coordinating procurement, and ensuring timely delivery of requested items. • Tracking of supply usage to support accountability and cost control.

• Prepare and submit weekly, monthly, and quarterly compliance and customer service reports to management. • Recommend and support the implementation of process improvements to reduce compliance risk and enhance customer experience. • Participate in internal audits and support external regulatory inspections or reviews when required.