Job Description

• To deliver technical phone support, email resolution for client's E-Banking Portal in a timely manner with error-free quality concerning functionality inquires to large corporate, middle market external and internal clients.

Prompt and accurate escalation of Client's unresolved E-Banking enquiries or complex enquiries to Tier 2 and to follow through in an end-to-end manner.

• Incident Management, Problem Management and Service Level Management in a timely manner. Identify, resolve and discover root causes through research and analysis to provide solutions to basic service requests in a timely manner with error-free quality.
• Ability to think in a swift and strategic manner to maintain high first-call resolution rate.
• Systematically gather and analyse relevant information to accurately define a problem. Solicit input from clients and business partners to produce permanent solutions rather than quick fixes
• To evaluate the support and service delivery processes and recommend measures that would optimize efficiency and effectiveness of processes within your care.
• Understand, apply and constantly keeping abreast with the bank's system security policies and practices.
• Maintain processes and technical documentation to ensure they are up-to-date
• Maintain up-to-date working knowledge of the bank's client access products/services, payment and trade capabilities, internal operations and local practices
• Ability to do real-time logging of support cases and month end reporting required.
• Daily duty rotation of voicemail lunch and blackberry duties.
• Shift Rotational flexibility is a must. Current hours available are 6/7am - 9:00pm SGT, which comprises of Australian, Singapore starting at 6/7am, 9am respectively. Some overtime, holiday and after hours work may be required.

Candidate Profile:
Education

• Graduate from top University in a related discipline with excellent grades. Outstanding candidates with an unrelated educational background will be considered on an individual basis.

Past Experience

• Previous experience in banking or related position would be a distinct advantage
• Client Servicing and/or Technical servicing experiences are added advantage.

Languages

• Fluent in English AND Mandarin/ Cantonese.
• Thai, Japanese and Korean would be an added advantage.

Technical skills

• Candidate must also possess strong analytical and troubleshooting knowledge of current Windows operating systems, Internet browsers, web-based banking products, computer/mobile hardware and software environments.
• Current and updated with existing and forthcoming technological advancement in the Computer Science and Corporate Banking environment.

General competencies

• Strong verbal and written communication skills, teamwork and flexibility are required.
• Friendly and cheerful nature with the desire to go above and beyond for Clients.
• Ability to working in the fast-paced and pressurized environment.
• Client focused, solution oriented approach to problem solving.
• Strong verbal and written communication skills, teamwork and flexibility are required.
• A self-motivated, friendly team player with good interpersonal skills as well as the ability to work independently.

He/she needs to be technically inclined and has the aptitude to learn new skills and have the initiative to take ownership of problems