FIDReC Contact Centre Specialist
The Financial Industry Disputes Resolution Centre (FIDReC) is an independent and impartial Alternative Dispute Resolution institution. It is the premier centre specialising in the resolution of financial disputes between consumers and financial institutions. As the first point of contact with the public, the FIDReC Contact Centre (FCC) plays an important role in representing the organisation. The main role of FCC is to assist the public with their queries and to provide support to enable consumers to file their disputes with FIDReC.
Key Responsibilities
- Handle queries received via the various communication channels (online portal management system, face-to-face, telephone or email). This includes communicating with disputants and financial institutions on their disputes.
- Ensure queries received are recorded in the online portal management system.
- Assist consumers to file their disputes at FIDReC (e.g. providing guidance on the filing process and necessary documentation).
- Assess and verify whether the claims meet the basic eligibility requirements to be filed at FIDReC.
- Manage visitors to FIDReC office, including identity verification, where required.
- Undertake any other projects or duties assigned by the Management/Supervisor.
Job Requirements
- Good knowledge of consumer financial products.
- Possess maturity, aptitude and empathy for dealing with disputants.
- Excellent written and verbal communication, including active listening and organisational skills.
- Good interpersonal skills, able to work independently and as a team.
- Competent in using Microsoft productivity tools.
- Relevant experience in contact centre or financial services is preferred.
If you are interested in joining our team, please submit your resume via email to The Human Resource Manager at [email protected].
Salary will be commensurate with the candidate's experience and qualifications and is negotiable. Candidates should indicate their expected salary in their resumes.
