Customer Assurance Operations Senior Officer - Operations, MariBank

Monee; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Monee in Singapore is seeking an experienced Complaints Handling professional to independently review and resolve customer disputes in line with regulatory standards. You will investigate, draft formal responses, and collaborate with cross-functional teams to implement improvements that enhance the customer experience.

The role requires strong analytical abilities, excellent communication, and robust stakeholder management to ensure timely and fair outcomes while upholding risk and compliance

Qualifications

• Bachelor’s degree or equivalent required.
• At least 5 years’ experience with dispute handling in banking/financial services preferred.
• Excellent verbal and written communication skills.
• Ability to multi-task, prioritise and manage time effectively.
• Strong analytical and problem-solving ability as well as stakeholder management skills.
• Good working knowledge of MS Office (Excel, Word).

Responsibilities

• Independently conduct end-to-end reviews of customer complaints, ensuring assessments are fair, objective, and regulatory-aligned.
• Identify root causes of issues through investigation.
• Draft and deliver clear, professional, timely formal responses to customers regarding case outcomes.
• Partner with different teams regarding investigation and handling of complaints and share insights from feedback.
• Recommend policy or process changes based on complaint trends and feedback.
• Drive initiatives to enhance overall customer experience.
• Support Operations for governance, ensuring processes and standards align with risk and compliance.
• Oversee the Bank’s complaints handling, responsible for investigation, review and handling of complaints.
• Conduct process and trend analysis to understand customer sentiment and drive improvements in customer experience.

Skills

Dispute handling

Stakeholder management

Analytical skills

Communication skills

Time management

Regulatory awareness

Education

Bachelor’s Degree

Tools

MS Office

Job description

Job Description

• Independently conduct end-to-end reviews of customer complaints, ensuring all assessments are fair, objective, and aligned with regulatory standards
• Identify root causes of issues through investigation
• Draft and deliver clear, professional, and timely formal responses to customers regarding their case outcomes
• Partner with different teams regarding the investigation and handling of customer complaints and sharing insights from customer feedback
• Recommend policy or process changes based on complaint trends and feedback
• Drive initiatives that enhance the overall customer experience
• Support the Operations Department for internal governance, ensuring that the Operations processes and standards are in line with the Bank’s risk and compliance requirements.
• Oversee the Bank’s complaints handling, being responsible for the investigation, review and handling of complaints for the Bank.
• Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience

Requirements

• Possess Bachelor’s Degree or equivalent
• At least 5 years of experience with dispute handling in the banking/financial services sector is preferred
• Excellent verbal and written communication skills
• Ability to multi-task, prioritise and manage time effectively
• Strong analytical and problem solving ability as well as stakeholder management skills
• Good working knowledge of MS Office (Excel, Word)