Case Manager

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 ResponsibilitiesEnd-to-end management and handling of escalated complaints received from touch points, Business Units, MAS, and other authoritiesProvide quality resolutions with speed and efficiency to retain customers’ confidence and loyaltyProvide guidance to touch points and Business Units for First Contact ResolutionReport writing, review of sales documentation, and interviewing customersTracking, analysis, and management reportingLiaising with internal stakeholders to understand issues, identify root causes/preventive measures, and implement quick fixes or Areas for Improvement to prevent recurrence of issuesLiaising with internal and external auditorsLiaising with regulators and authorities, e.g., MAS, ABS, PDPC, CASEJob RequirementsDiploma or higher qualificationProven experience in a customer service or complaints-handling role, with a focus on resolution and customer satisfactionService-oriented individual with good team spiritGood written and verbal communication skills, with the ability to convey complex information clearly and conciselyStrong organizational skills and attention to detail, with the ability to manage multiple tasks and priorities effectivelyDemonstrated resilience and a positive attitude when faced with challengesUnderstanding of regulatory requirements related to complaint handling is advantageousExcellent verbal and written communication skills; fluency in Mandarin will be advantageousGood administrative skills and ability to work with spreadsheetsBanking experience and knowledge is requiredRelevant experience in complaints handling and knowledge of investment products is not necessary but would be an advantageExperience in handling premium segments in banking is not necessary but would be an advantageNote: Please note that only shortlisted candidates will be contacted.