Case Manager

About the Role

The Customer Experience Management division at Maybank is dedicated to transforming and enhancing customer satisfaction across all banking segments and interaction points. The Customer Care team within this division is seeking a motivated and experienced professional to manage and improve the bank-wide complaints and service recovery processes. This includes responsibilities such as training, resolution management, tracking, and compliance with regulatory requirements.

Key Responsibilities

• Manage all stages of escalated complaints originating from various touchpoints, internal Business Units, MAS, and other regulatory bodies.
• Deliver prompt and high-quality resolutions aimed at preserving customer trust and loyalty.
• Guide Business Units and touchpoints toward achieving effective First Contact Resolution.
• Prepare reports, review sales documentation, and conduct customer interviews as needed.
• Perform tracking, root cause analysis, and generate management reports related to complaints.
• Collaborate with internal stakeholders to analyze problems, identify root causes, propose preventive measures, and implement improvements to avoid issue recurrence.
• Coordinate with internal and external auditors to support audits related to customer care.
• Engage with regulators such as MAS, ABS, PDPC, and CASE to ensure compliance and transparent communication.

Candidate Requirements

• Possession of a diploma or a higher educational qualification.
• Demonstrable experience in customer service or complaints handling, emphasizing resolution and customer satisfaction.
• Strong service orientation combined with effective teamwork abilities.
• Excellent verbal and written communication skills, able to clearly and succinctly explain complex information.
• Highly organized with keen attention to detail and capable of juggling multiple priorities efficiently.
• Resilient mindset with a positive approach to challenges.
• Knowledge of regulatory frameworks relevant to complaint management is beneficial.
• Proficiency in Mandarin is an advantage for verbal and written communication.
• Good administrative capabilities with competence in working with spreadsheets.
• Experience and background in banking are mandatory.
• Prior experience in complaints handling and familiarity with investment products is preferred but not essential.
• Exposure to servicing premium banking segments is also favorable but not required.

Additional Information

Only candidates who meet requirements and are shortlisted will be contacted for further stages.