WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

Job Summary:

We are seeking a highly driven and detail-oriented professional to join our team on ensuring customers feel confident, supported and valued when managing customers’ feedback. This role plays a critical part in safeguarding the organisation’s reputation by conducting end-to-end investigation and ensuring compliance with the Financial Advisers Act (FAA) and regulatory expectations.

The successful candidate will be responsible for championing customers’ feedback from senior stakeholders and external bodies, including MAS, FIDReC, MPs, and industry associations.

Key Responsibilities:

Complaint Management:

• Investigate, and resolve customer complaints related to banking services, credit cards, servicing issues, and Financial Advisor Act compliance.
• Be 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.

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.
• Identify recurring issues and recommend improvements to enhance customer satisfaction and operational efficiency.

Qualifications:

• Strong background and 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.

Key Competencies:

• Problem-solving and critical thinking
• Emotional intelligence and resilience
• Attention to detail and accuracy
• Ability to work independently and manage multiple priorities
• Strong organizational and time management skills

What we offer:

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.