Customer Assurance - MariBank

Role overview

This position focuses on handling customer complaints end to end for MariBank. The role calls for careful review, objective judgment, and adherence to regulatory expectations while resolving cases and improving the overall customer journey.

Key responsibilities

• Independently manage the full review process for customer complaints, making sure each assessment is balanced, evidence-based, and compliant with regulatory requirements.
• Investigate issues thoroughly to determine the underlying cause of each complaint.
• Prepare and send professional, concise, and timely written responses to customers explaining the outcome of their cases.
• Work closely with cross-functional teams to support complaint investigation, resolution, and the sharing of customer feedback insights.
• Suggest improvements to policies or operational processes based on recurring complaint themes and feedback patterns.
• Contribute to initiatives aimed at improving the customer experience overall.

Requirements

• A bachelor’s degree or an equivalent qualification is required.
• Experience in customer service and/or dispute resolution within banking or financial services is preferred.
• Strong spoken and written communication abilities.
• Capability to handle multiple tasks, set priorities, and manage time well.
• Well-developed analytical thinking, problem-solving skills, and stakeholder management capability.
• Working knowledge of Microsoft Office tools, especially Excel and Word.