Case Manager, Customer Care, Customer Experience Management

2 days ago

Singapore Maybank Full time

**JOB DETAILS**

**Job Type**
- Permanent

**Position Level**
- Manager

**Qualification**
- Diploma

**Discipline**
- Banking

**Specialization**
- Customer Experience

**Sector**
- Corporate Office

**Experience**
- 5 - 10 years

**Salary**
- Undisclosed

**JOB DESCRIPTION**
- The Maybank Customer Experience Management department’s charter is to transform the customer experience bank-wide and improve satisfaction across segments and touchpoints. We have an exciting opportunity for an experienced, skilled, and self-motivated individual to join the Customer Care team. This team is responsible for overseeing and enhancing bank-wide issues management and service recovery efforts, including training, resolution, tracking, and associated regulatory functions.

**JOB RESPONSIBILITIES**
- End-to-end management and handling of escalated complaints received from touch points, Business Units, MAS, and other authorities - Provide quality resolutions with speed and efficiency to retain customers’ confidence and loyalty - Provide guidance to touch points and Business Units for First Contact Resolution - Report writing, review of sales documentation, and interviewing customers - Tracking, analysis, and management reporting - Liaising with internal stakeholders to understand issues, identify root causes/preventive measures, and implement quick fixes or Areas for Improvement to prevent recurrence of issues - Liaising with internal and external auditors - Liaising with regulators and authorities, e.g., MAS, ABS, PDPC, CASE

**JOB SKILLS**

**1)**Training

**2)**Customer-Service

**3)**Communication

**4)**Conflict-Resolution

**5)**Regulating-Rules

**JOB REQUIREMENTS

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