Customer Assurance - MariBank

Job Description:

• Independently conduct end-to-end reviews of customer complaints, ensuring all assessments are fair, objective, and aligned with regulatory standards
• Identify root causes of issues through investigation
• Draft and deliver clear, professional, and timely formal responses to customers regarding their case outcomes
• Partner with different teams regarding the investigation and handling of customer complaints and sharing insights from customer feedback
• Recommend policy or process changes based on complaint trends and feedback
• Drive initiatives that enhance the overall customer experience

Requirements:

• Possess Bachelor’s Degree or equivalent
• Prior experience with customer service and/or dispute handling in the banking/financial services sector is preferred
• Excellent verbal and written communication skills
• Ability to multi-task, prioritise and manage time effectively
• Strong analytical and problem solving ability as well as stakeholder management skills
• Good working knowledge of MS Office (Excel, Word)