Key Responsibilities

• Effectively manage escalated customer complaints to achieve fairness for the customer and operational efficiencies for the company.
• Deliver MAS FAIR Dealing Outcome #5 by demonstrating independent, effective and prompt handling of complaints and dispute resolutions.
• Turn customer experience around positively through swift resolution of disputes.
• Conduct investigations of escalated complaints by understanding the range of products offered, working with other business units, and navigating systems to obtain necessary policy information.
• Review root causes of gaps identified and propose improvements.
• Achieve fair dealings and deliver excellent service to complainants during dispute management.
• Maintain the Complaint Register, ensuring all cases are followed through to proper closure with accurate documentation.
• Participate in service improvement projects.
• Assist the A...