OSPL Investor Hub Customer Service Officer

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.