Complaint & Escalation

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About the Department

Job Responsibilities

• Handle and manage complaints with understanding the fact findings and other factors behind to ensure solutions have been delivered to customers promptly, independently and effectively with compliance to the standard and regulation
• Independently call and run meeting with business partners for problem resolution
• Ensure procedure and policy have been updated on timely basis or when having any change
• Initiatives and Process Improvement
• Independently collaborate with business partners to share and update fact findings from customer problems/feedback and work with Business partners for long-term solution and continuous service improvement
• Identify common negative customer feedback from all channels and produce data analytic on root cause, pain point, corrective and preventive actions to improve customer experience from end-to-end customer journey and improve customer satisfaction level as well as compliance
• Initiate service improvement campaigns that reflects to complaint reduction and customer satisfaction scores
• MIS and Reporting
• Produce concise reports including reports to business partners, group, management, and regulators within timeline
• Initiate and simplify MIS and reporting to increase team productivity

Job Requirements

• Experience on complaint management or customer experience
• Able to produce MIS report, doing report for analysis in different ways as per requirement
• Knowledgeable in Excel and PowerPoint
• Willing to talk and handle customers (both Thai & English)

หมายเหตุ : ธนาคารมีความจำเป็นจะต้องดำเนินตรวจสอบและเก็บข้อมูลประวัติอาชญากรรมของผู้สมัครในตำแหน่งงานนี้เพื่อตรวจสอบคุณสมบัติหรือลักษณะต้องห้ามตามนโยบายของธนาคาร

 Remark: The Bank requires the checking and collection of criminal records for candidates of this position in order to verify qualifications and/or disqualifications for the job position in accordance with the Bank’s policy. 

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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