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 enquires
Requirements:
Qualifications
Minimally, a Diploma holder
Relevant Work Experience
Customer Service / Operations related experience, preferably from the Banking industry
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