Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
Liaises with other business owners and stakeholders for cknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
Ensures respective business owners acknowledge escalation requests and resolves the customers requests promptly within the established service turnaround time.
Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
Handle cases end-to-end ensuring all callbacks to address customers matter are completed within the timeline promised to or requested by customer.
Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of processes and procedure.
Responsible for tracking and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
Preparation of reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.
Handle complex cases with care and speed through co ordinating with Business Unit and Servicing Unit.
Supporting Contact Centre Servicing team through handling Inbound Voice chat.
Supporting Business Unit and Servicing Unit early detection of scam and fraud initiatives.
Job requirement:
Degree/ Diploma in any discipline.
Good written and spoken communication skills
Possess excellent telephone, active listening and strong interpersonal skills, resourceful and able to work independently and as a team.
A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.
Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
High level of accuracy and attention to detail.
Personal resilience and ability to perform effectively in a pressurized environment with a positive can do attitude and a positive attitude to change.
Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
Ability to work on staggered/rotational shifts including weekends and Public Holidays.
