About this role
• 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.
Location: One Island East Job: Customer Service Schedule: Regular Employee Status: Full time