Customer Assurance (VP/AVP) Customer Assurance (VP/AVP) …

OCBC Bank
in Singapore
Permanent, Full time
Be the first to apply
Competitive
OCBC Bank
in Singapore
Permanent, Full time
Be the first to apply
Competitive
OCBC Bank
Customer Assurance (VP/AVP)
  • Liaise with MAS, PDPC and other bodies such as ABS, CASE, MPs, SCT to receive and ensure follow up/resolution on complaints received
  • Provide guidance and assist in the resolution of escalated customer complaints for CFS customers, including fronting on behalf of Management if required
  • Track escalated cases and ensure timely reports for MAS and Management updates
  • Coordinate and prepare reports for FIDReC and SCT on banking claims, attend mediations and adjudications as the Bank's representative
  • Prepare material/reports for review of CFS complaints and compliments and represent CFS at Complaint MOS Council
  • Administer GiFT Manager related matters for CFS and develop GiFT training materials for CFS
  • Provide editorial support for branches and the rest of CFS as required for letters and reports


Qualifications
Skillsets Required
  • Very strong customer service mindset and preferably, experience in customer handling and managing customer complaints
  • Able to manage regulators and other bodies as well as internal stakeholders independently.
  • Good analytical skills to review complaints, identify gaps and propose resolutions.
  • Good grammar and a flair for writing using Word to prepare or vet letters and reports.
  • Highly proficient in Excel and PowerPoint to coordinate and prepare reports for management reviews.
  • Ability to prepare well written reports and articulate in defence of the Bank for cases mediated or adjudicated at FIDReC or the Small Claims Tribunal.
  • Ability to work independently and under pressure to meet tight timelines.
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