PRINCIPAL RESPONSIBILITIES:
1.Customer Service
- A point of contact to provide end to end (E2E) customer service
- Handle customer problem and job service
- Tracking and follow up customers queries
2.Provide consultation to customers on bank's products/services specifications and assist customers on banking transactions such as:-
a) Account Opening Operation
- Preparation of various business application form documents
- Coordinate and work closely with Operation Team to complete customer's queries
- Meeting customer with Relationship Manager to provide onsite support.
b) Account Closure
- Signature verification, arrange closure of accounts and funds remittance.
c) Pricing
- Assist Term Deposit interests rate fixing
d) Transaction & Receipt
- Support and assist business units/support team on:
- Customer transaction information or notification of exceptions
- Transaction processing, tracking, control, inquiry, advices, etc.
- Monthly statement or transaction advices
- Fax transaction (Codefax)
- Mailing Handling
e) Credit
- Assist in checking credit limit availability and preparation of loan instruction (Drawdown / Rollover / Repayment).
f) E-Banking Service
- Applications, amendment of and follow-up of e-Services (EB/MMAS/CODE FAX product application, etc.)
- Assist customers on e-Services related matters such as MMAS password reset, MMAS resend etc.
3.System Maintenance
- Maintain and record customer service details and follow up matters in customer service system (I-Call).
4.Policy, Procedure & Working Manual
- To update and maintain team's policy, procedure & working manual whenever needed.
5.Report
- Prepare Code Fax Daily Reconciliation and other Ad-Hoc Reports
KEY COMPETENCIES
- Diploma / Degree Holder with minimum 3 years of relevant operational banking experience.
- Understanding of banking products, operations, systems and procedures.
- Understanding of regulatory and internal management reporting requirements
- Strong team spirit
- Good communication skills, courteous and tactful.
- MS Office skills.
