Salary: SGD 3K to 6K
This job includes doing shift work including night shift because customers may have banking issues in the mid night as well.
Job Responsibilities
- Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
- Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
- Liaises with other business owners and stakeholders for acknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
- Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
- Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
- Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
Job Requirements
- Good written and spoken communication skills in English, with ability to influence and persuade stakeholders.
- Degree holder with 1 year of working experience in Customer Service or Contact Centre
- Open to entry level, training is provided
- Possess excellent telephone, active listening and strong interpersonal skills, resourceful and able to work independently and as a team.
- A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.
- Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
- Open to shift hours/weekends/Public Holiday when rostered
