Customer Resolution & Advocacy Lead

OCBC Group; Singapore; On-site; SGD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive base salary

Holistic flexible benefits

Professional development

Job summary

OCBC Group is seeking a proactive professional to manage and resolve customer complaints across banking services, ensuring fair, well-reasoned outcomes. You will engage customers across channels with empathy and professionalism while navigating regulatory expectations.

The role emphasizes strong investigative skills, data-driven analysis, and collaboration with Compliance and Legal to uphold FAA-related standards and customer trust.

Qualifications

• University degree required.
• Experience in banking or financial services preferred.
• Excellent communication and interpersonal skills; able to handle difficult conversations professionally.

Responsibilities

• Investigate and resolve customer complaints related to banking services and FAA compliance.
• Engage with customers via phone, face-to-face, and email to understand concerns and provide solutions.
• Collaborate with internal departments (compliance, operations, customer service) and external regulators to ensure compliant, timely resolutions.

Skills

Customer service

Complaints handling

Data analysis

Education

University degree

Job description

OCBC Group is seeking a proactive professional to manage and resolve customer complaints across banking services, ensuring fair, well-reasoned outcomes. You will engage customers across channels with empathy and professionalism while navigating regulatory expectations.

The role emphasizes strong investigative skills, data-driven analysis, and collaboration with Compliance and Legal to uphold FAA-related standards and customer trust.