Customer Assurance Operations Senior Officer - Operations, MariBank
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
- Support the Operations Department for internal governance, ensuring that the Operations processes and standards are in line with the Bank's risk and compliance requirements.
- Oversee the Bank's complaints handling, being responsible for the investigation, review and handling of complaints for the Bank.
- Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience
- Possess Bachelor's Degree or equivalent
- At least 5 years of experience with 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)
More Info
About Company
Skills:
Excel, Data analytic skills
Skills:
Excel, Ms Office, Word, Card Operations, Consumer Loan Operations
Skills:
Excel, Swift, Word, fixed income settlement, Microsoft Office Suite