Customer Complaints Management - Bank (Up to $5000) #NKA

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading recruitment agency in Singapore seeks a Complaints Handling Specialist to manage customer feedback from high-level sources. The role requires strong conflict resolution skills and experience in the financial industry, offering a salary of up to $5000 plus a completion bonus. Responsibilities include investigating complaints, engaging with customers, and preparing detailed reports.

Benefits

Completion bonus

Qualifications

• Experience in managing customer complaints in the Financial Industry.

Responsibilities

• Manage customer feedback and complaints from high-level sources.
• Investigate and resolve customer complaints related to banking services.
• Engage with customers to gather information and provide solutions.
• Prepare reports on complaint trends and resolution outcomes.
• Collaborate with internal departments and external stakeholders.

Skills

Customer-centric mindset

Conflict resolution

Effective communication

Education

Minimum degree in finance/business

Job description

Location: Raffles Place

Duration: 1 year contract

Working Hours: 9 - 6, Mon - Fri

Salary: Up to $5000 + Completion bonus

Job Responsibilities:

We are seeking a dedicated and experienced Complaints Handling Specialist to join our Customer Assurance team. The ideal candidate will be responsible for managing customer feedback and complaints received from various high-level sources, including the CEO, Chairman, Senior Management, Monetary Authority of Singapore (MAS), Financial Industry Disputes Resolution Centre (FIDReC), Members of Parliament (MPs), and the Association of Banks in Singapore (ABS). This role requires a strong customer-centric mindset and the ability to navigate complex and sensitive situations independently.

Complaint Management

• Receive, investigate, and resolve customer complaints related to banking services, credit cards, servicing issues, and Financial Advisor Act compliance.
• Act as the primary point of contact for escalated complaints, ensuring timely and effective resolution.

Customer Engagement

• Engage with customers through various channels (phone, face-to-face, email) to gather information, understand concerns, and provide solutions.
• Maintain a professional and empathetic demeanour while handling difficult situations.

Analysis and Reporting

• Prepare detailed reports on complaint trends, issues analysis, and resolution outcomes for relevant stakeholders.
• Identify recurring issues and recommend improvements to enhance customer satisfaction and operational efficiency.

Collaboration

• Work closely with internal departments, including compliance, operations, and customer service, to address systemic issues and implement corrective actions.
• Liaise with external stakeholders, including regulatory bodies, to ensure compliance and effective resolution of complaints.

Continuous Improvement

• Contribute to the development of policies and procedures aimedat improving the complaints handling process.
• Stay updated on industry best practices and regulatory changes to ensure compliance and enhance service delivery.

Job Requirements:

• Minimum degree in finance/business with experience in customer complaints management in the Financial Industry

Ally

The Outsourcing Team

Recruit Express Pte Ltd

EA: 99C4599