SNROFFCR, Specialist, Contact Centre, Corporate Banking

Job details
Business Function: Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities:
•Act as the major contact point of the Bank to provide service by handling inbound service call to answer customer inquiries, including products, systems and other inquiries, and resolve customer issues as well as to manage identified financial transaction / modification service, etc.
•Perform inbound x-selling/referral for IBG products/services to line up with business needs.
•Follow-up customer requests and make outbound calls to reply customers when necessary.
•Provide solution to customers’ concern and problems in a timely manner, ensuring customer satisfaction.
•Listen to customers’ grievances or complaints. Provide solution to resolve the case or related to appropriate parties to ensure the case is attended.
•Get customers’ opinions and suggestions, e.g. then feedback to supervisors.
•Strictly follow the approved operational procedure/workflow and comply with the required guidelines and measures of Control and Compliance; to complete & meet all customers’ request within risk, compliance and quality standards.
•To demonstrate strong work commitment and work ethic. To adhere to schedule of work & be available for deployment at short notice when on standby.

Requirements:
•Positive attitude, ambitious, good stress resistance.
•Clear articulate, strong learning spirit and able to bear performance pressure.
•Computer relevant skills such as Excel, Outlook, Word and requires typing skills for recording customer cases.

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