Customer Service Officer

Key Responsibilities

• Interact with clients directly or indirectly in support of sales, trading, relationship management, and portfolio management activities.
• Manage and resolve complex customer escalations, including executive- or presidential-level inquiries.
• Execute the firm's call and issue escalation process efficiently and accurately.
• Provide excellent customer service through multiple channels, including calls and written correspondences.
• Support Consumer Banking operations including retail banking, consumer lending, auto finance, and small business banking.
• Maintain detailed records of escalated cases and ensure timely follow-ups.
• Work effectively as part of a team in a fast-paced, changing environment.
• Support 24x7 Contact Centre operations, including staggered/rotational shifts, weekends, and public holidays.