Key Accountabilities:
• First Touch to receive and welcome customers.
• Digital Advocate to educate customers to bank digitally.
• Drives Service Excellence focusing on customer satisfaction- customer wait time, problem resolution, customer feedback and error rates.
• Provides one-stop banking experience in relation to non-cash related banking services -account opening/servicing request, application processing, digi-banking and cards related request etc.
• Collaborates with team members and working partners for problem resolution.
Counter Service Management
• Ensure over-the-counter transactions/request are handled effectively and efficiently.
• Ensure customer requests and queries are dealt with professionally and promptly.
• Carry out day end procedures and balancing/reconciliation of security stock e.g. cards etc.
• Handle customers enquiries when approached.
• Meet the transaction time/wait time service standards as defined by Treasures.
• Timely escalation of issues and complaints as defined by Treasures.
• Adherence to Bank’s regulatory, compliance and internal audit requirements (e.g. DOA limits, verifying signatures and sighting of customers etc).
• General support to the service team on day end reconciliation.
Activities/Operations
To reach out to customers, manage queues and provide seamless delivery of service to our customers.
To assist with documentation and handling of account openings and closures.
To assist with banking queries and request on our full suites of product and services which includes (not exhaustive):
- CPF Investment Account SRS related requests.
- Update of signature/ customer profile updates.
- Card replacement/ other self-service banking application/request.
To support Centre with day end batching, reporting and reconciliation.
Digital Advocates
• Educate customers on our digital platform and convert traditional customers to bank digitally.
Customer Experience/Care
• Proactively garner feedback and suggestions from customers.
• Leverage on QR Code Survey to garner compliments to achieve high level of customer satisfaction and satisfactory survey score of 4.8 and above
Administration Support
• Daily filing, archival of documents and other administration support
• Mailing related (outgoing and incoming)
• Upkeep maintenance of centre, systems and equipment and ensure operational readiness
“This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).
e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to A-IT Software Services Pte Ltd’s PDPA and e2i’s PDPA.”
