Assistant Vice President Customer Feedback Management
2 months ago
As the leading bank in Asia, DBS Consumer Banking Group is in a unique position to help our customers realise their dreams and ambitions. As a market leader in the consumer banking business, DBS has a full spectrum of products and services, including deposits, investments, insurance, mortgages, credit cards and personal loans, to help our customers realise their dreams and aspirations at every life stage. Our financial solutions are not only the best in the business - they were made just right for you.
Responsibilities
• Responsible for end to end handling of customer complaints related to banking products from all channels, and responsible to conduct thorough and quality investigation into complaints in accordance with applicable internal and regulatory guidelines
• Process resolutions to complaints and ensure they align with the overall business strategic goals and the case investigation result and conclusion
• Collaborate with relevant stakeholders and the Second Line of Defense to establish and maintain robust scrutiny of compliance practices and risk management policies
• Analyze customer feedback and root causes of complaints, identify areas for improvement and recommendations for enhancing service quality
• Detect and raise to the CFM head if there are any compliance issues and incidents in customer complaints
Requirements
• University degree in Business Administration or a related discipline
• High demand on numeric and analytic skill
• At least 8 years of relevant experience in credit card, lending or banking industry, preferably at analytic role
• Excellent interpersonal skills and an ability to communicate effectively (verbal & written)
• Able to handle multiple tasks, attention to details and meet tight deadlines under pressure
• Proficiency in both English and Chinese
Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
We regret only shortlisted candidates will be notified.
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