Case Manager, Customer Care, Customer Experience Management
Maybank
Singapore
SGD 60,000 - 80,000
Job description
Case Manager, Customer Care, Customer Experience Management
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
Note: Please note that only shortlisted candidates will be contacted.