1. Customer Interaction and Support

· Provide prompt and professional service to customers.

· Handle customer enquiries, complaints and resolving issues relating to the accounts, trades and services efficiently.

· Guide customers on using self-service options such as online trading or mobile apps.

· Maintain a positive, empathetic, and professional attitude toward customers at all times.

2. Account Management

· Assist customers with account openings, estate accounts, account closures, share and fund transfers, settlement instructions, maintenance of personal information, trading eligibility requirement such as CAR/CKA/SIP.

· Ensure that all documents and transactions handled over the counter are reviewed with relevant supporting documents, processed accurately and efficiently.

3. Product and Services Knowledge

· Stay informed about OSPL products, services and processes to effectively respond to customers where necessary.

4. Compliance and KYC

· Perform video verification for customers applications/transactions who are unable to visit Investor Hub.

· Ensure compliance with Group and OSPL policies and procedures and regulatory requirements during customer interactions and transactions.

5. Problem resolution

· Identify and resolve customer complaints or issues in a timely manner.

· Escalate complex issues to appropriate department or management where necessary.

· Follow up on customer requests and ensure timely resolution.

6. Record Keeping

· Maintain accurate records of all customer interactions, transactions and any follow up actions required.

7. Continuous Improvement to services

· Contribute to service excellence by proactively providing feedback and input into improving the service.

· Attend customer service-related trainings to upskill and certification.

8. Team Collaboration

· Work collaboratively with colleagues and other departments to ensure a seamless customer experience.skills.

OSPL Investor Hub Customer Service Officer