Banking Complaints Specialist – Customer Care & Resolution

Trust Bank Singapore

Singapore

On-site

SGD 40,000 - 75,000

Full time

3 days ago

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Job summary

Trust Bank Singapore is seeking a Customer Relations Specialist to service our customer base and deliver high-quality experiences. You will resolve complaints efficiently, maintain records, and collaborate across teams to prevent recurrence and improve processes.

The role emphasizes regulatory compliance, SLAs, and stakeholder coordination in a fast-paced banking environment. The ideal candidate brings experience in customer complaints handling within financial institutions, strong root cause

Qualifications

Experience in handling customer complaints at scale in financial services.
Ability to perform root cause analysis and drive process improvements.
Strong communication and stakeholder management skills.

Responsibilities

Manage end-to-end handling of customer complaints, ensuring timely and fair resolution.
Oversee high-volume complaint management operations with adherence to SLAs and policies.
Review complex or escalated complaints and determine appropriate resolutions.
Maintain comprehensive complaint records and investigation notes.
Identify root causes and route cases to risk, onboarding, or operations as needed.
Ensure compliance with banking regulations and governance standards.
Promote risk-aware culture and support effective risk and compliance practices.