12 Months Contract Complaint Management Analyst

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:

• Minimum of 3 years of experience in customer service, complaints handling, or a related field, preferably within the banking or financial services industry.
  
  
• Strong investigative skills with the ability to analyze complex issues and develop effective solutions.
  
  
• Excellent communication and interpersonal skills, with a proven ability to handle difficult conversations and maintain professionalism under pressure.
  
  
• Strong customer-centric mindset with a passion for delivering exceptional service.
  
  
• Proficiency in report writing and data analysis.
  
  
• Familiarity with relevant regulations and industry standards related to banking and financial services is a plus.
  
  

Attention to: Hailey

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