Customer Assurance

Role overview

MariBank Singapore is hiring a Customer Assurance professional to handle customer complaint reviews from start to finish. The role focuses on making fair, evidence-based assessments that comply with relevant regulatory expectations, while also improving the customer journey through better processes and communication.

What you will do

• Carry out complete reviews of customer complaints independently, ensuring each assessment is balanced, objective, and compliant with applicable standards.
• Investigate cases thoroughly to determine the underlying cause of the issue.
• Prepare and issue clear, professional, and prompt written replies to customers explaining the outcome of their case.
• Work with internal teams to investigate complaints, manage case handling, and share insights gathered from customer feedback.
• Suggest policy or process improvements based on recurring complaint patterns and feedback trends.
• Support and contribute to initiatives aimed at improving the overall customer experience.

Requirements

• A bachelor’s degree or an equivalent qualification is required.
• Experience in customer service or dispute resolution within banking or financial services is preferred.
• Strong spoken and written communication skills are essential.
• You should be able to handle multiple tasks, set priorities, and manage your time well.
• Good analytical thinking, problem-solving ability, and stakeholder management skills are needed.
• Working knowledge of Microsoft Office tools, especially Excel and Word, is expected.

Additional information

This is a full-time onsite position based in Singapore.