Customer Assurance Operations Senior Specialist - Operations, MariBank
Job Description
Job Description
- Oversee the Bank's complaints handling, being responsible for the investigation, review and handling of complaints for the Bank
- Independently conduct end-to-end reviews of customer complaints, identify root causes of issues through investigation, to ensure all assessments are fair, objective, and aligned with regulatory standards
- Draft and deliver clear, professional, and timely formal responses to customers regarding their case outcomes
- Partner with different internal stakeholders regarding the investigation and handling of customer complaints and sharing insights from customer feedback
- Act as the Bank's liaison with the FIDReC, including drafting official Bank responses, compiling transaction records and managing timelines for escalated cases
- Represent the Bank at FIDReC mediation and adjudication sessions, negotiating fair and balanced settlements
- Maintain accurate management information (MIS) and reporting for the MAS, the Bank's Board and internal committees
- Conduct process and trend analysis to understand customer sentiment and root causes to 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
- 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, Ms Office, Word, Dispute handling
Skills:
Excel, Swift, Word, FAST GIRO, MEPS, Powerpoint, Microsoft Office Suite