12 Months Contract Complaint Management Analyst (Banking)

Roles & Responsibilities

Job Summary :

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.

Key Responsibilities :

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.

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 aimed at improving the complaints handling process.

Qualifications :

Attention to : Hailey

By submitting any application or résumé to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.

We regret to inform you that only shortlisted candidates will be notified. All applications will be treated with the strictest confidence.

Elitez Pte Ltd | EA Licence : 16C8004| Hailey YANG | Registration No : R1876431

Tell employers what skills you have

Complaint Management

Report Writing

Data Analysis

Interpersonal Skills

Customer Engagement

Credit Cards

banking services

Compliance

Pressure

Banking

Customer Service

Financial Services