Complaints Handling Specialist

1 week ago

Singapore Trust Bank Singapore Limited Full time

Trust is the first of a new breed of banks in Singapore - digitally native and focused on delivering a delightful customer experience. You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.

As a **Complaints Handling Specialist** you'd be able to work on and solve many interesting challenges which we are facing, learn new ways of working, and help build delightful high quality products for our customers.

As a **Complaints Handling Specialist,** you will be able to work on and help service our customer base, learn new ways of working, and build delightful high-quality experiences for our customers. Reporting to the Complaints Handling lead, the role holder will be responsible for the following:
**The Role Responsibility**:

- Using the preferred channel to communicate and provide responses where appropriate to general or account-related feedback/complaint initiated by client
- Handle simultaneous channel complaints/feedback in a seamless and frictionless manner
- Ensure timely recording, classification, customer acknowledgement, investment and follow-up actions for all case handling cases according to the relevant policies and procedures.
- Identify the root cause and route cases to relevant parties (e.g. risk, fraud, onboarding, ops) to resolve the issue feedback/complaint
- Timely communication with customers in relation to their complaint cases and resolve issues
- Ensure compliance with the Governance Policy, the Portfolio Management Standards and System Delivery Framework.
- Undergo annual compliance and financial crime training.
- Act as the bank's defence, and promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.

**Role Specific Technical Competencies**:
Skill

Target proficiency level

Written and communication skills

Advanced

Complaints handling in a high volume environment

Core
- Graduate with over 2 years of experience in Customer Complaints Handling, ideally in Financial institutions or high growth start ups
- Experience in complaints handling in a high volume environment
- Good understanding of Banking and Financial products.
- Good understanding of the Bank's Control Framework and Governance Structure preferred.

**Come as you are** Trust is an inclusive and open-minded workplace. If you are smart and good at what you do, that's what we care about. So come as you are.

**Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind.** We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.

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