Customer Assurance - MariBank

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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

Requirements

Possess Bachelor's Degree or equivalent
Prior experience with customer service and/or 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)