Customer Service Manager - United Overseas Bank
Core
Manage escalations from the Inbound Department, liaise with business owners to resolve customer issues, and handle complaints within established service turnaround times.
Role type
Customer Service Manager (Escalations & Complaints)
Builds
Resolved customer issues and improved contact centre processes
Domain
Banking / Financial Services
Deliverable
client delivery
Required skills
Escalation management, stakeholder liaison, complaint handling, process improvement, rule adherence monitoring, callback management
Preferred skills
None stated
Technologies
None stated
Responsibilities
Review and assess escalations from Inbound Department; Ensure validity of escalations prior to forwarding to BU/SU; Liaise with business owners for follow-up on customer requests; Monitor BU/SU adherence to rules and regulations; Handle complaints and ensure callbacks are completed within promised timelines; Recommend and support implementation of initiatives to improve contact centre processes
Seniority
Mid-level, hands-on manager