Banking Customer Complaints & Experience Specialist

TRUST BANK; Singapore; On-site; SGD 42,000 - 60,000; Full time

Job summary

Trust Bank is seeking a Customer Relations Specialist to service our growing customer base, resolve complaints promptly, and maintain high-quality service standards.

You will manage end-to-end complaint handling, ensure fair outcomes under regulatory rules, and collaborate with risk, onboarding, and operations teams to improve processes.

Reporting to the Customer Relations lead, you will help identify systemic issues, drive corrective actions, and support a risk-aware, compliant culture.

Qualifications

• Graduate with extensive experience in customer complaints handling, preferably in financial institutions or startups.
• Experience in root cause analysis, process improvement, and stakeholder management.
• Experience in complaints handling in a high-volume environment.
• Good understanding of banking concepts, governance, and consumer protection requirements preferred.

Responsibilities

• Manage end-to-end handling of customer complaints, ensuring timely, fair, and consistent resolution.
• Manage daily complaint management operations, including case creation, investigation, escalation, and closure for high-volume cases.
• Ensure complaints are handled fairly, consistently, and within SLAs.
• Review complex or escalated complaints and recommend appropriate resolutions.
• Maintain accurate complaint records and investigation notes.
• Identify root causes and route cases to relevant parties to resolve feedback/complaints.
• Ensure compliance with banking regulations and governance standards.
• Promote risk-aware culture and efficient risk and compliance practices.

Skills

Written communication

Complaint handling

Job description

Trust Bank is seeking a Customer Relations Specialist to service our growing customer base, resolve complaints promptly, and maintain high-quality service standards.

You will manage end-to-end complaint handling, ensure fair outcomes under regulatory rules, and collaborate with risk, onboarding, and operations teams to improve processes.

Reporting to the Customer Relations lead, you will help identify systemic issues, drive corrective actions, and support a risk-aware, compliant culture.