WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

 Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.

 We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

Why Join

Do you enjoy solving problems and ensuring customers have a positive experience? As a Customer Assurance Specialist at OCBC, you’ll be a vital link between our clients and our trading operations. You’ll protect our customers and OCBC's reputation by swiftly addressing and resolving issues. This role combines analytical thinking with direct customer interaction, offering both challenge and reward within a dynamic trading environment.

How You Succeed

You will succeed by proactively identifying potential customer issues and swiftly resolving them. Focus on building strong relationships with both internal stakeholders and our clients. Prioritise clear communication and meticulous attention to detail. Embrace a continuous improvement mindset, identifying trends and suggesting process enhancements to prevent future issues.

What You Do

• Manage sensitive customer issues from Contact Centre and Investor Hub requiring advanced problem-solving, cross-functional coordination, and timely resolution to safeguard customer satisfaction and brand reputation.

• Handle both 1st level and escalated complaints.

• Carry out investigations into customer complaints for swift resolution.

• Recommend appropriate actions to be taken to de-escalate complaints.

• Accurately record complaints in the management system and monitor resolution progress.

• Prepare and deliver clear, timely responses to customers regarding complaint outcomes.

• Represent the company at FIDREC hearings and present case details effectively.

• Collaborate with internal teams to resolve issues and implement corrective actions.

• Maintain comprehensive documentation and prepare reports for management and regulatory purposes.

• Drive continuous improvement through training, policy updates, and quality assurance reviews.

• Conduct risk assessments, business continuity planning (BCP), and internal self-assessments.

• Champion OSPL’s Service Excellence Culture across all organizational levels.

• Promote awareness and participation in service recognition programs such as EXSA and GEM.

Who you are

• A degree or diploma in any field, with a minimum of 2 years of experience in customer service or a related field

• Excellent communication and interpersonal skills, with the ability to work with diverse customers and stakeholders

• Strong problem-solving and analytical skills, with the ability to think critically and creatively

• A positive and empathetic attitude, with a passion for delivering exceptional customer experiences

• Ability to work in a fast-paced environment, with a high level of adaptability and resilience

What we offer:

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.