This role will be responsible to drive high standards of customer satisfaction and service quality in the area of the Bank’s Credit Cards acquisition and support key customer value proposition. You will work closely with key stakeholders across the department and cross functional teams to improve customer journey, processes, reduce turnaround time and remove employee toil.
Responsibilities
- Review and improve existing processes and policies with Credit Ops, Tech, Credit Policy and other Risk Management teams to improve customer journey, increase STP rates and reduce demand.
- Review Customer Journey and gather requirements to automate campaign fulfilment and ensure all exception scenarios are covered in the customer journey to reduce call volume.
- Manage and resolve customer exceptions revolving around Customer Onboarding and Credit Card application.
- Drive standardization of internal processes across acquisition fulfilment and improve efficiency through automation of reports.
- Perform accuracy checks of daily / monthly / adhoc reports and ensure timely completion with zero errors.
Qualification and Technical Skills Requirements
- Degree holder with at least 2 - 3 years of relevant working experience.
- Comfortable with Microsoft Excel, including experience with formulas and basic functions.
- Ability to quickly learn and adapt to new systems and tools. Training will be provided for internal systems
- Knowledge in Payments business, especially credit cards. Experience in a financial institute or in the payments industry is advantageous.
- Good analytical, interpersonal skills and problem solving skills with ability to manage stakeholders.
- Strong attention to detail and accuracy, independent, self-motivated with good time management.
