Customer Experience Executive – Contact Centre Agent Contract

Job Description

Working with the team of passionate digital bankers, and leveraging on the latest technology, you will be instrumental in providing differentiated customer service for the new virtual bank, Phoenix. Our aim is to provide the state-of-art service to our retail customers and change the way people bank with us. This will include:

1. Customer & Merchants Experience – Service & Complaints Handling

• Using the preferred channel to communicate and provide responses where appropriate to general or account-related issues initiated by client
• Handle simultaneous channel responses, including in-app chat, email, web form, and voice hotline
• Ensure timely recording, classification, customer acknowledgement, investment and follow-up actions for all case handling 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, onboarding, ops) to help resolve the issue.
• Timely communication with customers in relation to their complaint cases and escalate issues to managers

2. Onboarding/Offboarding and Client Due Diligence

• Keep updated on bank processes and requirements for onboarding and retaining customers, includes customer onboarding, offboarding, KYC/AML checks, name screening, periodic reviews and transaction monitoring, based on the CDD Policy established by the Bank.
• 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

3. Banking Compliance and Regulation

• 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 defense, and promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.

Key Stakeholders

• Complaint Handling Lead
• Contact Centre Lead, Trainer

Our Ideal Candidate:

• University graduate with 2-5 years of experience in Customer Service, ideally with some experiences in a call centre environment
• Good understanding of the Bank’s Control Framework and Governance Structure preferred.
• Superior listening, robust writing (including data entry) and verbal communication skills required
• Strong capacity to operate under a high-paced and sometimes stressful environment
• Good knowledge of MS Office and proficient in related computer applications