Specialist, Contact Centre, Corporate Banking

• Deliver excellent post sales customer service and handle customer telephone / e-mail / digital channel enquiries which include cash management product, system support, investigation/ information request, transaction monitoring on corporate banking products in an effective and efficient manner in order to achieve total customer satisfaction and KPIs.
• Act as focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product and Technical support team to bring a cohesive support structure and responsiveness to the client.
• Responsible for full and satisfactory resolution of the client requests, include complex cases. To achieve this, he/she needs to coordinate amongst internal stakeholders to ensure action and/or obtain information to provide a response to a client’s service request in a timely, accurate and client friendly manner and also to drive root cause where appropriate.
• Be Electronic / Mobile Banking Platform specialist.
• Solicit customers’ feedback and identify problem trends for improvement actions.
• To adhere to professional standards of behavior & conduct in dealing with customers & provide support/guidance to fellow CSOs.
• Assist in the overall departmental and client process improvement/ digitization initiatives.
• Leverage data analytics from various sources (e.g., operations, systems, customer feedback) to generate insights and drive query reduction.
• Handle ad-hoc projects.

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