Specialist, Contact Centre, Corporate Banking

Job description

Deliver excellent post sales customer service and handle customer telephone / e-mail / digital channel enquiries which include cash management product, system support, investigation/ information request, transaction monitoring on corporate banking products in an effective and efficient manner in order to achieve total customer satisfaction and KPIs. Act as focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product and Technical support team to bring a cohesive support structure and responsiveness to the client.

Responsible for full and satisfactory resolution of the client requests, include complex cases. To achieve this, he/she needs to coordinate amongst internal stakeholders to ensure action and/or obtain information to provide a response to a client’s service request in a timely, accurate and client friendly manner and also to drive root cause where appropriate. Be Electronic / Mobile Banking Platform specialist. Solicit customers’ feedback and identify problem trends for improvement actions.

To adhere to professional standards of behavior & conduct in dealing with customers & provide support/guidance to fellow CSOs. Assist in the overall departmental and client process improvement/ digitization initiatives. Leverage data analytics from various sources (e.g., operations, systems, customer feedback) to generate insights and drive query reduction. Handle ad-hoc projects.

Location

One Island East Job: Customer Service Schedule: Regular Employee Status: Full time