E-CHANNEL SERVICE CENTER OFFICER (6 mths CONTRACT for maternity cover)
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 Stakeholder / Client Management
• “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.
Regulatory Responsibilities &/OR Risk Management
•Demonstration of appropriate values and behaviors including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations.
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
Professional and Technical
•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: Changi
