Job Responsibilities:
- Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
- Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
- Liaises with other business owners and stakeholders for cknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
- Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
- Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
- Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
- Handle cases end-to-end ensuring all callbacks to address customers’ matter are completed within the timeline promised to or requested by customer.
- Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of processes and procedure.
- Responsible for tracking and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
- Preparation of reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.
- Handle complex cases with care and speed through co ordinating with Business Unit and Servicing Unit.
- Supporting Contact Centre Servicing team through handling Inbound Voice chat.
- Supporting Business Unit and Servicing Unit early detection of scam and fraud initiatives.
Job requirements:
- Degree/ Diploma in any discipline.
- Good written and spoken communication skills in English, with ability to influence and persuade stakeholders.
- Possess excellent telephone, active listening and strong interpersonal skills, resourceful and able to work independently and as a team.
- A strong customer service mindset with good communication and problem-solving skills to represent the Bank to customers.
- Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
- High level of accuracy and attention to detail.
- Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” attitude and a positive attitude to change.
- Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
- Ability to work on staggered/rotational shifts including weekends and Public Holidays.
