Overview

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.

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About OCBC Bank

OCBC is the longest established Singapore bank, formed in 1932 from the merger of three local banks, the oldest of which was founded in 1912. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

OCBC and its subsidiaries offer a broad array of commercial banking, specialist financial and wealth management services, ranging from consumer, corporate, investment, private and transaction banking to treasury, insurance, asset management and stockbroking services.

OCBC’s key markets are Singapore, Malaysia, Indonesia and Greater China. It has more than 570 branches and representative offices in 19 countries and regions. These include about 300 branches and offices in Indonesia under subsidiary Bank OCBC NISP, and over 90 branches and offices in Mainland China, Hong Kong SAR and Macau SAR under OCBC Wing Hang.

OCBC’s private banking services are provided by its wholly-owned subsidiary Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals.

OCBC's insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia. Its asset management subsidiary, Lion Global Investors, is one of the largest private sector asset management companies in Southeast Asia.