Case Manager, Customer Care, Customer Experience Management

Maybank; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading banking institution in Singapore seeks an experienced professional for customer experience management. The role involves managing escalated complaints, liaising with stakeholders for quick resolutions, and training staff. Successful candidates will have a diploma or higher qualification, proven customer service skills, and strong communication abilities. Fluency in Mandarin is advantageous.

Qualifications

• Proven experience in a customer service or complaints-handling role, with a focus on resolution.
• Good written and verbal communication skills.
• Strong organizational skills with attention to detail.

Responsibilities

• Manage and handle escalated complaints from multiple sources.
• Provide quality resolutions quickly to retain customer loyalty.
• Liaise with internal and external stakeholders for resolution.

Skills

Training

Customer-Service

Communication

Conflict-Resolution

Regulating-Rules

Education

Diploma or higher qualification

Job description

Overview

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.