E-CHANNEL SERVICE CENTER OFFICER (call centre -12 mths CONTRACT + 1 mth bonus/ Renewable/Convertible)
My client is a top tier Private Bank.
ROLE PROFILE:
The E-Channel Service Center officer is a key member in the Client Service Network (CSN) team. He/she is responsible to provide first level Digital Platform support by phone and/or e-mail to Clients. He/she has to analyze and answer/handle the Client’s enquiry/request, as well as collaborate with colleagues from other units in the Bank who are providing second level support for the Bank Digital Platform.
KEY FEATURES OF THE POSITION
• “First Contact” for Singapore and Hong Kong booked Clients regarding the Bank’s Digital Platform.
• Analyse and answer/handle the client’s enquiry/request, as well as collaborate with colleagues from other units in the Bank who will provide second level support.
Job Scope:
• Perform independent verification of client’s instructions
• Perform Independent Call Back to clients for High-Risk Transactions as a form of anti-fraud deterrence
• Co-ordinate & ensure smooth and timely delivery of client’s instructions/documents between two
processing locations (SG and HK)
• Process Closure of Accounts and all their related requests
• Support quarterly Periodical Fee processing
• Perform Signature Verification for non-account life cycle related documentation
• Process new, renewal or termination of Bankers Guarantee for credit card clients
• Assist to prepare quarterly updates of the Bank’s Authorized Signatory List to various counter
parties
• Prepare Audit Confirmation & Custody Declaration for clients’ auditors and external asset managers (EAM) respectively
• Maintain the knowledge database of the E-Channel Service Centre.
• Document and maintain the Client’s requests/enquiries received in the Bank’s ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner.
• Act as Subject Matter Expert for a specific focus area e.g. Authentication, Trading, Payments etc.
• Ensure activities performed are in compliance with relevant regulations and internal policies.
• Strong commitment to quality service and a desire to drive innovation and continuous process improvement initiatives.
• Support the clearance of Long Form Deficiency and signature verification of Operational Documents such as Corporate Action Reply Letters, Subscription of Private Equity Documents, Investment Related Forms etc.
• Support any ad-hoc tasks / requests as assigned from time to time.
• Provide support as a team also for Hong Kong Public Holidays.
SKILLS REQUIREMENTS OF THE POSITION
•Communication talent i.e. confidently leading a discussion, managing conflict situation, efficient and goal-oriented communication style
•Meticulous and efficient working style
•Ability to work under pressure
•Able to work with minimal supervision and a team player
•Proactive, hands-on, and solutions-oriented
•Good analytical and problem-solving ability
•IT savviness
•Degree with at least 3 years of related banking working experience
•Previous experience in call Centre and/or call back experience is preferred
•Good understanding of Banking and financial products
Salary: $3700- $4000
Work location: One Changi City
