Operations
- Perform customer onboarding activities following company’s AML/ CFT policy
- Perform transactions processing tasks
- Monitor transaction completion status, investigate issues/errors and resolve
- Liaise with counterparties and customers on transaction confirmations/ investigations/ settlements
- Man customer helpdesk , attend to customer queries promptly, achieve high customer satisfaction ratings
- Prepare and submit internal and regulatory reports
- Maintain SOPs based on up-to-date process workflows
- Proactively review and recommend systems/ process improvements
- Work closely with systems engineers/ product managers in systems/product designs
- Participate in systems testing
Customer Service
- Provide a high standard of customer service
- Handle feedback and complaints from customers promptly and professionally
- Liaise with teams to resolve operation issues
- Provide resolutions to customers
- Attend to all walk-in potential customers and existing customers, phone calls, social media channels and emails promptly and professionally
- Handle registration of new user sign up and follow up on outstanding documents
Perform Other ad-hoc duties assigned by Supervisor
Requirements
- Meticulous and fast learner
- Language abilities: Must be able to converse fluently in English and Mandarin
- Computer literacy skills: MS Office
- Personalities: Warm, positive, self-motivating, good organization skills and interpersonal skills. A strong problem-solving team player.
- Experience: Prior operations or customer service-related job experience of at least 2 years is a must.
- Good communication skills (verbal and written).
- Mature and high sense of responsibility and accountability to ensure day-to-day operations tasks are completed on the day and zero error mindset
- Ability to work on weekends shift
