Job Description

Responsibilities

• Execute routine business-as-usual (BAU) tasks including document retrieval, preparation of customer communications, processing of PIN mailer requests, and updating relevant systems to ensure accurate and timely service delivery.
• Respond to incoming requests from internal business units, law enforcement agencies, and legal firms in accordance with established procedures and service level agreements (SLAs), ensuring compliance and consistency.
• Perform data entry and conduct control checks across designated systems to maintain high standards of data quality (includes data accuracy integrity) and operational reliability.
• Monitor and follow up on exceptions, e.g., track returned customer mail, replacement card and PIN requests, and other related instructions, ensuring timely resolution in line with documented process guidelines.
• Assist in the collection of operational data and generation of monthly reports, audit documentation, and performance metrics to support transparency and continuous improvement.
• Perform sample validation and sorting of scanned records, escalating discrepancies to the Senior Specialist, Team Lead, or Head of Unit (HOU) for resolution
• Liaise with internal teams and external vendors to facilitate document routing, archiving, and customer communication, ensuring seamless operational flow.
• Uphold proper documentation and filing practices to ensure completeness, audit readiness, and compliance with internal control requirements.
• Participate in ad-hoc assignments and department-wide initiatives such as user acceptance testing (UAT), template updates, and implementation of team-level changes to support innovation and adaptability.

Requirements

• Min. Diploma and/or Bachelor's degree in Business Administration, Operations Management, or any related field.
• Prior experience in the banking or financial services industry with exposure to operational or support functions is an advantage.
• Background in administrative support, data entry, customer service, or clerical roles is highly advantageous, demonstrating versatility and adaptability in handling diverse tasks.
• Proven ability to manage routine and repetitive tasks with a high degree of accuracy and attention to detail, contributing to operational reliability and compliance.
• Basic proficiency in Microsoft Office tools, including Excel and Word, to support documentation and reporting tasks.
• Comfortable managing high volumes of documents and performing routine tasks with precision and consistency.
• Demonstrated ability to follow standard operating procedures and comply with established control frameworks.
• Strong record-keeping habits and attention to documentation standards to ensure completeness and audit readiness.
• High attention to detail with the ability to work independently and deliver error-free outputs.
• Clear and professional communication skills to interpret team instructions and support customer documentation needs.
• Ability to prioritize tasks and manage time effectively to meet tight turnaround times and SLA commitments.
• A cooperative and team-oriented mindset, with a willingness to support colleagues during peak workload periods.