Responsibilities
JOB DESCRIPTION
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
- Verification of 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
