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Manager, Customer Advocate in Singapore at Great Eastern

Date Posted: 11/10/2018

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Job Description

Job ID: 000843

Job Purpose

Customer Advocate Unit handles high profile and unresolved complaints. The employee has to manage complaint handling with skill, accuracy and competency and ensure complaints are handled in an independent, effective and prompt manner to meet MAS Fair Dealing Outcome 5 and in accordance with the Group Complaint Handling Policy.

The Job

• Attend to high profile complaints from social media, management, regulatory and mediation bodies
• Attend to unresolved complaints escalated from Business Units (BUs)
• Attend to complaints from FIDReC, represent Company for mediation/adjudication/Grounds of Decision
• Engage and manage complainants, investigate case thoroughly and professionally, work with the relevant departments to ensure fair proper resolution and closure on complaint cases
• Manage and assess more complex and non-straightforward complaints. Come up with root cause analysis, recommendations and highlight corrective and preventive actions as feedback mechanism to relevant departments
• Proper logging of cases and uploading of documents into FACTs system
• Ensure all complaints are handled in an independent, effective and prompt manner
• Involves in interviewing of new staff.
• To train, guide and engage new staff actively. Provide coaching and mentoring.
• Assist with ad-hoc initiatives / projects as delegated by Lead/HOD/MD

Job Requirements

Our Requirements

  • Degree holder in any discipline
  • More than 2 - 3 years of relevant working experience in complaint handling
  • Experience in insurance industry would be advantageous
  • Excellent oral communication and writing skills.
  • Good active listening skills
  • Meticulous and accuracy in work are important
  • Able to assess complex cases and come up with recommendations accordingly

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.