Personal Attributes
• Strong interpersonal and communication skills
• Self-motivated team players with good sales/service aptitude who would enjoy working in a fast-paced sales environment.
• Good language skills and knowledge on Internet Banking
• Strong branch banking operational knowledge preferably with cash handling skills.
1.Job Purpose
• Achievement of Service Excellence in terms of customer satisfaction eg. customer waiting times, problem resolution, customer feedback and error rates.
• Transaction and account opening documentation for onward processing.
• Internal collaboration with working partners for problem resolution
2.Key Responsibilities
a. Service Management Performance
• To achieve service standards as set out For the companies onshore staff to develop and improve customer satisfaction and retention whilst educating customers about Service and benefits eg. self-service banking facilities
• To ensure all customer requests are dealt with in a timely and consistent manner.
b. Customer Care
• Ensuring that results of CSAT, monthly service monitoring Sessions and customer satisfaction surveys eg. Centre Audits / Mystery Shopping adhere to the set standard.
c. Service Improvement Programs and Teamwork
• To participate in Service & Process Improvement initiatives and other team-related activities
d. Activities/Operations
• To reach out to customers at the Centre, manage queues and assist with the seamless delivery of service to the customers.
• To assist with documentation and handling of account openings and closures
• To assist with complex or time-consuming servicing of accounts including:
- CPF Investment account reimbursement
- Change of signature/ Customer profile updates
- ATM card replacement/ Other Self Service Banking application
- Cash handling operation.
- To support Centre with day end batching and reporting
