CUSTOMER MANAGEMENT ASSOCIATE

The Customer Care Associate is responsible for managing and resolving complex customer complaints, requests, and inquiries that have been escalated to the Bank’s regulators, Senior Management, or internal units requiring special handling and business consideration. This role ensures prompt, fair, and customer -centric resolutions while safeguarding the Bank’s reputation and compliance with regulatory standards.

Responsibilities

• Handle escalated complaints, requests, and inquiries referred by regulators, senior management, and internal units.
• Conduct thorough investigations of escalated cases by gathering relevant data, coordinating with internal and external units, and analyzing the root causes of customer concerns.
• Recommend timely and appropriate resolutions, business considerations, and customer compensation where applicable in accordance to the Bank’s policies, procedures, and service standards while prioritizing customer satisfaction.
• Prepare necessary documents such as account reconciliations, statements of account, payment arrangements, certifications, and quitclaims.
• Ensure adherence to regulatory requirements and internal service commitments in handling escalations

Qualifications

• Must posses at least Bachelor's/College Degree in Business Studies/Administration/Management/Finance/Accountancy/Banking equivalent
• Fresh graduates are welcome to apply
• Proficient in using Microsoft Office applications
• Detail-oriented; Excellent verbal and written communication
• Knowledge in card and loan products is preferred, but not required