Customer Assurance Advocate at Oversea Chinese Banking Corp

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Full Time

Start Date

Immediate

Expiry Date

27 Aug, 26

Salary

0.0

Posted On

29 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaint Management, Customer Engagement, Investigation Skills, Regulatory Compliance, Report Writing, Data Analysis, Problem Solving, Critical Thinking, Emotional Intelligence, Time Management, Interpersonal Communication, Stakeholder Management

Industry

Banking

Description

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. Let’s build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. 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 Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.

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Responsibilities

The role involves investigating and resolving customer complaints related to banking services and Financial Advisor Act compliance. It also requires collaborating with internal departments and external regulatory bodies to address systemic issues and safeguard the organization's reputation.