Escalation Executive (Customer Service/Complaint Management/Regulatory Complaint)

About Atome Financial

Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn’s 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.

Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:

• Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
• Atome Card: A paylater anywhere card.
• Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
  
  

Our culture is built on values that are core to who we are and what we stand for:

• We foster an INNOVATION mindset
• We achieve results with EFFICIENCY and excellence
• We take pride in the QUALITY of our work
• We uphold INTEGRITY in all we do
• We embrace COLLABORATION to work across business lines and borders
  
  

Summary

Conduct in-depth investigation and analysis on escalated cases referred by Top Management, Regulators, Mediators and the respective stakeholders, to provide a high level of customer experience by understanding the diverse needs of customers in resolving complaints and coordinate with various stakeholders resulting in improved policies and processes for the organization.

Key Responsibilities

• Communicate politely and timely with customers and stakeholders through calls, emails and face-to-face.
• Maintain awareness of customer needs and provide advice/assistance through regular contact, both proactively and reactively.
• Investigate and solve customer’s long-standing or complex problems passed on by various sources.
• Provide effective service recovery in addressing customer’s needs by ensuring compliance to service recovery procedures and minimizing costs through corrective actions.
• Provide timely and accurate update of assigned cases to the Management, respective authorities and stakeholders.
• Be the voice of the customers. Work with stakeholders to investigate complaints, identify/highlight issues that impact policies/processes and suggest necessary improvements.
• Develop strong business relationships with all stakeholders to ensure the appropriate delivery and communication of processes improvement.
• Maintain accurate and timely records of correspondence or discussions with the customers in various systems.
• Suggest improvements and seek opportunities for innovation in customer experience standards, policies and procedures for the company or department.
• Keep updated of developments and changes in products, services, policies and procedures.
• Participate in a variety of special projects as requested, including explorations of system or process improvements, etc.
• Educate customers and correct customer’s expectations through effective communication and negotiation.
• Managing different stakeholders who often have different business objectives.
• Multi-tasking is mandatory due to the urgency of the complaint cases.
• Tracks and reports data for management action.
  
  

Requirements

• Minimum University Degree in any relevant field.
• At least 3 years relevant working experience of handling escalations in a fast-paced service industry environment.
• Proficient in Microsoft Office applications.
• Possess strong customer service orientation and proven excellent customer service skills.
• Demonstrate ability to interpret customer needs correctly.
• Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers.
• Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well.
• Strong written and verbal communication skills, with the ability to effectively communicate with stakeholders across different language backgrounds.
• Must be an excellent communicator in engaging internal and external stakeholders.
• Ability to work independently and collaborate with others as required to achieve desired objectives.
• Demonstrate creative problem solving and negotiation skills.
• Possess good knowledge about Contact Centre Operations.