Job Summary:
Looking for a driven individual who likes to pursue a career with a leading financial services group in Asia with a presence in 18 markets. Being one of Asia's Safest Banks and voted "World's Best Bank" in 2021. Focusing only build lasting relationships with their customers but also positively impacting the communities.
In this position, you’ll be tasked to assist various stakeholders in the business unit and supporting business activities. Additionally, you will play a vital role in delivering all tasks in an efficient and timely manner while ensuring compliance with company policies, procedures and country legislations.
Responsibilities:
1. Customer Issues & System Support
- Provide investigation support, track and monitor of reported customer issues escalated from front-office.
- Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
- Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).
- Initiate periodic meeting with technology and business partners to review and follow up on all open production tickets relating to digital channel services.
- Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.
2. Servicing & Customer Experience Management
- Review customer satisfaction through tracking of support demand, and issue resolution turnaround time
- Perform analysis through data collated and identify process improvement or enhancement plans to reduce negative customer impact and improve overall customer satisfaction.
- Collaborate with journey owners to resolve identified customer journey gaps.
- Drive and execute channel process improvements to achieve operational excellence and better employee journeys.
Requirements:
-Qualification or experience in related field.
-Experienced in banking and financial sector preferred.
-Proficient in Microsoft Office and analytics.
EA License No. 01C4394 • RCB No. 200007268E • Lim Jia Jie EA Registration No. R22108969
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