Banking Complaints & Risk Resolution Specialist

Trustbank; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Trust seeks a Customer Relations Specialist to manage end-to-end customer complaints, ensuring timely, fair resolutions and regulatory compliance in a fast-paced banking environment.

You will identify root causes, drive corrective actions, and collaborate with risk, onboarding, and operations teams to improve processes and prevent recurrence. A strong background in banking products and consumer protection is preferred.

Qualifications

• Graduate with extensive years of experience in Customer Complaints Handling, ideally in financial institutions or high growth start-ups.
• Experience in root cause analysis, process improvement, and stakeholder management.
• Experience in complaints handling in a high-volume environment.
• Good understanding of Banking and Financial products, Bank’s control framework, governance structure, conduct risk, and consumer protection requirements preferred.

Responsibilities

• Manage the end-to-end handling of customer complaints, ensuring timely, fair, and consistent resolution in accordance with regulatory requirements and internal policies.
• Manage daily complaint management operations, including timely case creation, acknowledgement, investigation, escalation, and closure of high-volume complaint cases in a seamless and frictionless manner according to the relevant policies and procedures.
• Ensure complaints are handled fairly, consistently, and within established service level agreements (SLAs).
• Review complex or escalated complaints and recommend appropriate resolutions.
• Maintain accurate and comprehensive complaint records, investigation notes, and correspondence.
• Identify the root cause and route cases to relevant parties to resolve the issue feedback/complaint.
• Ensure complaint handling practices comply with applicable banking regulations, consumer protection requirements, governance policy, portfolio management standards, system delivery framework and internal governance standards.

Skills

Written communication

High-volume complaints handling

Education

Graduate degree or equivalent

Job description

Trust seeks a Customer Relations Specialist to manage end-to-end customer complaints, ensuring timely, fair resolutions and regulatory compliance in a fast-paced banking environment.

You will identify root causes, drive corrective actions, and collaborate with risk, onboarding, and operations teams to improve processes and prevent recurrence. A strong background in banking products and consumer protection is preferred.