Senior Executive, Client Fulfillment

JOB PURPOSE:

• To handle customers’ enquiries and complaints received via phone related to business banking online banking portal
• To provide personalized service and go extra mile where necessary to resolve customers’ issues by applying Good Advice, Relevant Solutions, Easy, Accurate, Timely “G.R.E.A.T” principles
• To liaise with relevant departments or branches in resolving customers’ issues
• To identify service gaps, gather customers’ feedback and escalate to Team Lead to improve customer experience
• To achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP)
• To keep abreast with the latest product launch/enhancement or promotions and new processes
• To adhere to procedures and policies in Standard Operating Procedure (SOP) and Banking Policies

Operational Excellence

• Handle customers’ enquiries related to business banking online portal received via phone promptly and meeting customers’ expectation
• Handle and resolve customers’ inbound call efficiently to achieve Service Level Agreement (SLA) consistently  
• Provide accurate, valid and complete information to address customers’ enquiries
• Deliver high quality service and go extra mile in resolving customers’ enquiries and issues to differentiate the service experience against our competitors
• Perform outbound call to customer where necessary to resolve customers’ inquiries
• Escalates complaints and unresolved issues to Customer Care Unit for further action and follow up for resolution
• Work effectively as part of a team, developing supportive relationships with colleagues and management
• Participate and support initiatives to increase online banking usage, users activation rate and promote self-serve options with objectives of reduce inquiries
• Complete all administrative tasks accurately and timely
• Forward sales referrals to relevant sales department for sales closure

KEY RESPONSIBIITIES: 

Service Quality

• Adhere to processes as per SOP to minimize defects
• Communicate customers’ feedback and operational gaps to Team Lead for improvements
• Maintains and improves quality of service by sharing suggestions and recommendations
• Keeps job knowledge and skills up to date by attending training and continuously learning

Career Development

• Participate in project/ad hoc task/initiative for exposure and personal development 
• Work with Team Lead to identify training needs to improve competency and skill
• Work as a team and build rapport with team members in building a positive working environment

Compliance & Risk Management

• Ensure that all policies and guidelines set by compliance are adhered to and practice prudent risk taking
• Escalate any compliance gaps to Team Lead that impact the operations