Job Descriptions
- Ensure effective management of complaints from point of receipt to point of resolution for the complaint management team, in accordance to MAS complaint handling framework.
- Ensure compliance to Global, Regional and local regulatory guidelines or regulations, in order to safeguard policyholders’ interests, protect company’s reputation, uphold our service quality and align with good practices.
- Ensure timely and accurate reporting to Regulatory, Board, Management and Regional entities so that decision making can be based on reliable statistics and information.
- Provide management support in complaints tracking, documentation and resolution
- Ensure adherence to the expected turnaround times as laid out in the complaint process flow
- Maintain impartiality and strive towards equity in the resolution of complaints based on Fair Dealing principles
- Escalate complaints to the relevant business units for their investigations, findings and recommendations
- Obtain management approval for exception handlings where necessary
- Provide support to the frontline teams where necessary to manage and contain issues before they escalate into complaints
Requirements:
- Minimum 4 years of financial industry customer service / complaints management experience
- Candidates with the relevant skillsets but without experience in the financial industry may be considered
- Well spoken and written
Kindly apply online or send your CV to [email protected]
