Customer Experience & Complaints Lead (Banking)

Trust Bank; Singapore; On-site; SGD 48,000 - 60,000; Full time

Job summary

Trust Bank in Singapore is seeking a Customer Relations Specialist to manage end-to-end customer complaints and ensure fair, compliant resolutions in a fast-paced environment.

You will lead high-volume investigations, coordinate with risk, onboarding, and operations, and drive root-cause improvements to prevent recurrence while enhancing customer experience. Join a collaborative, customer-first team.

Qualifications

• Experience in customer complaints handling in financial services or startups.
• Strong analytical and root-cause analysis skills.
• Knowledge of regulatory and consumer protection considerations.

Responsibilities

• Manage the 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.
• Ensure complaints are handled fairly, within SLAs.
• Review escalated complaints and recommend resolutions.
• Maintain complaint records, investigation notes and correspondence.
• Identify root causes and route cases to relevant parties to resolve issues.
• Ensure compliance with banking regulations and governance standards.
• Promote risk-aware culture and compliant practices.

Skills

Written communication

High-volume complaints handling

Education

Bachelor's degree or higher

Job description

Trust Bank in Singapore is seeking a Customer Relations Specialist to manage end-to-end customer complaints and ensure fair, compliant resolutions in a fast-paced environment.

You will lead high-volume investigations, coordinate with risk, onboarding, and operations, and drive root-cause improvements to prevent recurrence while enhancing customer experience. Join a collaborative, customer-first team.