Allegis Global Solutions is the exclusive Contingent HR services provider for one of the world’s leading banks.
At Allegis Global Solutions we’re proud to be the leader in global talent solutions. We draw upon decades of industry expertise to develop innovative tools, products, processes and strategies focused on outcome. Moreover, we’re incredibly proud to have built a culture that empowers our people to make their mark while making deep connections that will last a lifetime. With our passion and culture for talent, we are truly transforming the way the World acquires talent.
Our Client is one of the world's most international banks with over 1,100 branches, offices and outlets in 67 countries. They operate in some of the world's most dynamic markets and have been for over 150 years. More than 90 per cent of their income and profits are derived from Asia, Africa and the Middle East. Their brand promise, Here for good, underlines their distinctive approach.
As a Customer Care Specialist,you will be able to work on and help service our customer base, learn new ways of working, and build delightful high-quality experiences for our customers.
Working with the team of passionate digital bankers, and leveraging on the latest technology, you will be instrumental in providing differentiated customer service. Our aim is to provide the state-of-art service to our retail customers and change the way people bank with us.
Role Responsibility:
Customer Experience – Service & Complaints Handling
- Using the preferred channel to communicate and provide responses where appropriate to general or account-related enquiries initiated by customer
- Handle simultaneous channel responses, including in-app chat/call, and voice hotline
- Ensure timely documentation, classification, customer acknowledgement, and follow-up actions for all cases according to the relevant policies and procedures.
- Identify the main reason for calling, document the situation accurately, and route cases to relevant parties (e.g. risk, fraud, ops) to help resolve the issue.
- Timely communication with customers in relation to their cases and escalate issues to managers
Customer Due Diligence
- Engage in identification and verification of customers while adhering to the bank’s privacy and security policies.
- Assist with reaching out to customers for requested documentation for open cases
- Support in filling out of investigation reports, as required, for payment and fraud cases
Product Service Escalation
- Conduct case investigations and handle complex follow-up cases from offshore team
- Perform tracking, analysis and reporting for escalated cases
- Provide insights and actionable plans to enhance customer experience
Banking Compliance and Escalation
- Ensure compliance with the Governance Policy, the Portfolio Management Standards and System Delivery Framework.
- Undergo annual compliance and financial crime training.
- Act as the bank’s first line of defence, and promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.
Our Ideal Candidate:
- Diploma or University graduate with 1 year of banking experience, preferably in a fast-paced contact centre environment
- Good understanding of Banking and Financial products
- Knowledge of the Bank’s Control Framework and Governance Structure preferred
- Superior listening, robust writing and verbal communication skills required
- Service-oriented with positive attitude to drive differentiated customer experience
- Good knowledge of MS Office and proficient in related computer applications