Case Manager, Customer Care, Customer Experience Management

JOB DESCRIPTION
The Maybank Customer Experience Management department's charter is to transform the customer experience bank-wide and improve satisfaction across segments and touchpoints.

We have an exciting opportunity for an experienced, skilled, and self-motivated individual to join the Customer Care team. This team is responsible for overseeing and enhancing bank-wide issues management and service recovery efforts, including training, resolution, tracking, and associated regulatory functions.

JOB RESPONSIBILITIES

• End-to-end management and handling of escalated complaints received from touch points, Business Units, MAS, and other authorities
• Provide quality resolutions with speed and efficiency to retain customers' confidence and loyalty
• Provide guidance to touch points and Business Units for First Contact Resolution
• Report writing, review of sales documentation, and interviewing customers
• Tracking, analysis, and management reporting
• Liaising with internal stakeholders to understand issues, identify root causes/preventive measures, and implement quick fixes or Areas for Improvement to prevent recurrence of issues
• Liaising with internal and external auditors
• Liaising with regulators and authorities, e.g., MAS, ABS, PDPC, CASE

JOB SKILLS
Training
Customer-Service
Communication
Conflict-Resolution
Regulating-Rules



JOB REQUIREMENTS

• Diploma or higher qualification
• Proven experience in a customer service or complaints-handling role, with a focus on resolution and customer satisfaction
• Service-oriented individual with good team spirit
• Good written and verbal communication skills, with the ability to convey complex information clearly and concisely
• Strong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectively
• Demonstrated resilience and a positive attitude when faced with challenges
• Understanding of regulatory requirements related to complaint handling is advantageous
• Excellent verbal and written communication skills; fluency in Mandarin will be advantageous
• Good administrative skills and ability to work with spreadsheets
• Banking experience and knowledge is required
• Relevant experience in complaints handling and knowledge of investment products is not necessary but would be an advantage
• Experience in handling premium segments in banking is not necessary but would be an advantage
• Note: Please note that only shortlisted candidates will be contacted.