Associate/Analyst, Digital Channel Fulfilment Team Specialist - BusinessCare, Institutional Ban[...]

Business Function

Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities

1. Handle customer (Internal/External) issues and enquiries, provide appropriate solutions as well as accurate and complete information.
2. Perform proper follow up to ensure resolution within SLA.
3. Communicate and co-ordinate with internal stakeholders as necessary to resolve customer issues.
4. Provide support on IDEAL Web & Mobile, IDEAL Connect, IDEAL 3.0 Partner Bank, IDEAL RAPID, OCOE, and educate/guide customers on product and system navigation.
5. Provide support on IDEAL forms enquiries/clarifications/rejections.
6. Follow internal procedures & guidelines, maintaining a positive, empathetic, and professional attitude towards customers as well as colleagues at all times.
7. Any other tasks/duties that may be assigned.

Requirements

1. Customer-centric, with at least 2-3 years of working experience in Call Centre environment.
2. Effective communicator, able to work independently in a strategic manner.
3. Good knowledge of Corporate Products is an advantage.
4. A structured team player and individual with the ability to manage multiple projects simultaneously.
5. Good change management mindset & skills.
6. Innovative and creative in problem solving.
7. Excellent written and verbal communication skills.

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.