Responsibilities:
- Provide investigation support, track, and monitor of reported customer issues escalated from frontliners.
- 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 meetings with technology and product partners to review and follow up on all open production tickets relating to digital channel services.
- Collaborate with cross functional technology & product partners to help speed up resolution of complex issues.
- Collaborate with journey owners to resolve identified customer journey gaps.
Requirements:
- Bachelor’s Degree in Banking, Finance or in any related majors.
- Minimum 2-3 years of experience in the customer service and production support role.
- Good to have experience in retail products
- Must have experience in digital channel management, gathering business requirement etc.
- Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomes.
- Keen interest in emerging digital trends and how to apply them to improve digital customer experience.
- Ability to analyse and resolve problems with the use of data and customer feedback.
Interested Applicants, please email your resume to [email protected] (R1441955), stating the position as the subject title in the email. All Applications will be handled with strict confidentiality.
