Job 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
As part of the GCFS team, you serve as the primary custodian for ensuring the effective and timely resolution of customer complaints, maintaining the highest standards of quality and professionalism. You will oversee the end-to-end management of complex and sensitive issues, collaborating closely with various internal teams and external stakeholders to uphold regulatory compliance and customer trust. A strong customer-centric approach, exceptional problem-solving abilities, and the capacity to navigate escalations with discretion and independence are essential to successfully drive continuous improvement in complaint handling and enhance overall customer experience.
Key Responsibilities

• Act as the key custodian for managing and resolving customer complaints, ensuring timely and effective outcomes that uphold our commitment to quality and customer satisfaction.
• Handle complex and sensitive issues, including cases relating to Financial Advisers Act (FAA), with professionalism, maintaining clear communication and collaboration across internal teams and external stakeholders.
• Drive continuous improvement in complaint resolution processes, leveraging strong problem-solving skills and a customer-centric mindset.
• Ensure compliance with relevant regulations and industry standards, working closely with regulatory bodies and senior leadership when necessary.
• Continuously review and refine complaint policies to ensure effective, high-quality resolutions that enhance the customer experience.
• Manage escalations thoughtfully and independently, balancing the needs of customers and the organization to maintain trust and integrity.

Qualifications

• Proven experience in customer service or complaints handling, preferably within the banking or financial services sector, for at least 5 years.
• Strong investigative and analytical skills with the ability to resolve complex issues effectively.
• Excellent communication and interpersonal skills, with the ability to manage difficult conversations calmly and professionally.
• Customer-centric mindset with a genuine commitment to delivering high-quality service.
• Proficient in report writing and data analysis.
• Knowledge of relevant banking and financial services regulations is an advantage.

Key Competencies

• Strong problem-solving and critical thinking abilities
• High emotional intelligence and resilience
• Meticulous attention to detail and accuracy
• Ability to work independently and manage competing priorities effectively
• Excellent 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.

Skills Required