Case Manager, Customer Care, Customer Experience Management

4 weeks ago

Singapore Maybank Full time
Overview

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

Note: Please note that only shortlisted candidates will be contacted.

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