Case Manager, Customer Care, Customer Experience Management

19 hours ago

Singapore Maybank Singapore Full time

**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**
Training
Customer-Service
Communication
Conflict-Resolution
Regulating-Rules

**JOB REQUIREMENTS**
- Diploma or higher qualification
- Proven experience in a customer service or complaints-handling role, with a focus on resolution and customer satisfaction
- Service-oriented individual with good team spirit
- Good written and verbal communication skills, with the ability to convey complex information clearly and concisely
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively
- Demonstrated resilience and a positive attitude when faced with challenges
- Understanding of regulatory requirements related to complaint handling is advantageous
- Excellent verbal and written communication skills; fluency in Mandarin will be advantageous
- Good administrative skills and ability to work with spreadsheets
- Banking experience and knowledge is required
- Relevant experience in complaints handling and knowledge of investment products is not necessary but would be an advantage
- Experience in handling premium segments in banking is not necessary but would be an advantage

Job ID 3573

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