Job Description

Business Function
Group Operations 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 Operations, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.
Responsibilities:

• Answer all phone enquiries from customers on banking products, accounts and services in an effective and efficient manner.
• Understand customer's needs and provide solutions.
• Fulfil customer requests, ensuring total customer satisfaction .
• Adhere to established escalation procedure and ensure all escalated cases are picked up by a Team Manager or Resolution Specialist timely.
• Solicit customer feedback to understand problem trends and highlight them to the Team Manager & Operations Manager for discussion &improvement actions.

Requirements:

• Related experience in customer / client service or middle and back office operations in banking is preferred.
• Some knowledge of Remittances, Corporate Loans, Letter of Credit, Documentary Collections and Trade Financing is preferred but not mandatory.
• Good listening skills with the ability to multitask.
• Patient, calm and passionate in assisting customers.
• Meticulous and resourceful, a fast learner with good problem-solving skills.
• Good written and verbal communications skills, proficient in MS Office especially in Microsoft Word, Excel.
• Perform rotating shifts on 5-day work week, covering weekends and public holidays.
• To adhere to schedule of work & be available for deployment at short notice when on standby.

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We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.
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Skills Required