Job Description

Responsibilities:

Business Performance and Management

• Handle all outbound calls / emails with professionalism
• Perform video call in a consistent and professional manner to prevent identity fraudulently
• Handle internal service enquiries
• Resolution of complaints within guidelines
• Logging of service requests, complaints and enquiries
• Ensure requests or investigations are completed appropriately and emailed out to other channels/departments within SLA
• Ensure superb follow-up and fulfil promises made to our customers
• Reviewing of transaction and filing of escalation memo whenever necessary

Service Delivery

• Verificationof account opening documents
• Call customers to follow up on pending documents if any and explain product mechanics when necessary
• Review account opening applications within Service Level
• Review, maintain and check for completeness and accuracy of input data entry for account opening application and data enrichment
• Handle customer’s enquiries
• To continually propose and implement workflow and productivity improvements

Follow up Activities

• Resolution of complaints within guidelines
• Highlight of operational issues
• Logging of service requests, complaints and enquiries

Requirements:

Qualifications

• Diploma holder, and above

Relevant Work Experience

• Customer Service / Operations related experience, preferably from banking

Personal Skills (Soft Competencies)

• Self-motivated and strong in relationship building
• Positive work attitude and high degree of initiative and drive
• Excellent interpersonal and communication skills