OSPL Investor Hub Customer Service Officer

Job Description - OSPL Investor Hub Customer Service Officer (250000HS)

OSPL Investor Hub Customer Service Officer - ( 250000HS )

1. Customer Interaction and Support

· Provide prompt and professional service to customers.

· Handle customer enquiries, complaints and resolving issues relating to the accounts, trades and services efficiently.

· Guide customers on using self-service options such as online trading or mobile apps.

· Maintain a positive, empathetic, and professional attitude toward customers at all times.

2. Account Management

· Assist customers with account openings, estate accounts, account closures, share and fund transfers, settlement instructions, maintenance of personal information, trading eligibility requirement such as CAR/CKA/SIP.

· Ensure that all documents and transactions handled over the counter are reviewed with relevant supporting documents, processed accurately and efficiently.

3. Product and Services Knowledge

· Stay informed about OSPL products, services and processes to effectively respond to customers where necessary.

4. Compliance and KYC

· Perform video verification for customers’ applications/transactions who are unable to visit Investor Hub.

· Ensure compliance with Group and OSPL policies and procedures and regulatory requirements during customer interactions and transactions.

5. Problem resolution

· Identify and resolve customer complaints or issues in a timely manner.

· Escalate complex issues to appropriate department or management where necessary.

· Follow up on customer requests and ensure timely resolution.

6. Record Keeping

· Maintain accurate records of all customer interactions, transactions and any follow up actions required.

7. Continuous Improvement to services

· Contribute to service excellence by proactively providing feedback and input into improving the service.

· Attend customer service-related trainings to upskill and certification.

· Work collaboratively with colleagues and other departments to ensure a seamless customer experience.

Qualifications

· Diploma or degree, preferably in Banking or Finance

· Minimum 2 to 3 years of relevant experience in Customer Service, operational knowledge in Securities and stock market would be advantageous

· Possess strong written communication and good oral skills and have customer centric and service excellence mindset

· Effective interpersonal skills with both internal and external customers

· Self-motivated and able to work under pressure

· Good team player with commitment and initiative

· Meticulous, well organized, with the ability to analyse and solve problems