Case Manager

Maybank; Singapore; On-site; SGD 50,000 - 84,000; Full time

Job summary

Maybank is seeking an experienced Customer Care professional to lead end-to-end complaints handling and service recovery across touchpoints and business units.

You will coordinate with regulators and auditors, analyze issues, and implement quick fixes to prevent recurrence while maintaining high customer satisfaction levels.

Qualifications

• Diploma or higher qualification is required.
• Proven experience in a customer service or complaints-handling role.
• Service-oriented with good team spirit.
• Strong written and verbal communication skills.
• Good organizational skills and attention to detail.
• Demonstrated resilience and positive attitude.
• Understanding regulatory requirements related to complaint handling is advantageous.
• Fluency in Mandarin is advantageous.
• Good administrative skills and ability to work with spreadsheets.
• Banking experience and knowledge is required.
• Experience in complaints handling and knowledge of investment products is not necessary but would be an advantage.
• Experience handling premium segments would be an advantage.

Responsibilities

• End-to-end management of escalated complaints from touch points, BUs, MAS and authorities.
• Provide quality resolutions with speed to retain customers' confidence and loyalty.
• Guide touch points and BUs for First Contact Resolution.
• Report writing and review of sales documentation.
• Tracking, analysis, and management reporting.
• Coordinate with internal stakeholders to identify root causes and preventive measures.
• Liaise with internal and external auditors.
• Liaise with regulators and authorities (MAS, ABS, PDPC, CASE).

Skills

Customer service

Complaint handling

Communication

Organization

Regulatory awareness

Mandarin (advantage)

Team spirit

Education

Diploma or higher qualification

Tools

Spreadsheets

Microsoft Excel

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 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.