Customer Relationship Officer (Banking/ 12 Months Contract) - #1123246

Working days: 9:30am to 6pm, Monday to Friday, 1 hour meal break

10:30am to 3pm, Saturday

Job description / Primary Responsibilities

• Handle inbound enquiries from customers on banking products and services within SLA.

• Ensure all calls are handled within the agreed Service Quality such as product knowledge and service delivery

• Process waivers within SLA

• Compliance and regulatory

• Understand the issue that customer is facing and provide professional assistance promptly.

• Include fulfilling OMNI channel workplace to include other CS comms such as email, social media, service recovery due to exigencies events, if any.

• Offer accurate advice and up to date product information during the call. Ensure follow ups are done timely.

• Probe the reason for late payment submit the justification to the respective unit for reversal or escalate to manager to review the waiver request.

• Ensure no regulatory breaches due to wilful nature or failure to take reasonable steps to secure compliance.

• Zero operational lapses.

• Ensure all courses on compliance and regulatory are completed timely.

Requirements

• Banking and/or Contact Centre experience required

• Good interpersonal and communication skills

• Both individual and team player

• Ability to multi-task effectively

• Must be able to do shifts (in future) – with the aim for permanent conversion.

Kindly note that only shortlisted candidates will be contacted.

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