Job Description

Summary

• Manage operations-related activities pertaining to HL Bank’s physical and virtual Debit Card.

• Play a pivotal role in the handling of end-to-end client onboarding process.

• Participate in change initiatives, process improvement projects and UATs.
  

Responsibilities 1) Card Operations:

• Monitor Debit Card rejected transactions for recovery purposes.

• Handle and follow up on customers’ accounts with insufficient funds.

• Liaise with Contact Centre to follow up with the customer on rejected transactions.

• Coordinate with Debit Card Ops Support Team and Vendor to resolve any operational issues identified.

• Escalate Debit Card late presentation cases to the Chargeback Team for further action.

• Monitor GL outstanding items and follow up with Branch Services Team for write-off of long outstanding items.

• Reconcile the Rejected Suspense GL account on a daily basis for the purposes of quarterly reporting.

• Attend the complaint arising from the SG debit card customer pertaining to the debit card rejected items.

• Ensure timely payment to Vendors as per SLA.
  

2) Account Services:

• Manage the end-to-end client onboarding process, namely:

i. Static setup in core systems ii. Preparation of welcome packs for clients iii. Ensure completeness of documentation submitted by clients for account opening purposes iv. Prepare letters for clients v. Update statistics vi. Liaise with internal stakeholders with regards to queries pertaining to client onboarding

• Ensure that all transactions are processed accurately and timely in compliance with the Bank’s policies, controls as well as regulatory guidelines.

• Ensure that clients’ monthly statements are being mailed out timely and comply with established control guidelines.

• Monitor and perform end-to-end customer and account maintenance tasks.

• Attend to customer enquiries & feedback and liaise with internal stakeholders to follow up and/or resolve issues raised.

• Participate in work improvement/automation projects and user-acceptance tests as and when required. To prepare test scripts based on the agreed scope of work and user’s requirements.

• Assist in the preparation of periodic management reports.

• Assist in the daily reconciliation of telegraphic transfers (MT100 and MT103) and placement/rollover of deposits, as and when required.
  

Requirements

• A recognized Degree in Banking and Finance, Business Administration, Accountancy or equivalent.

• Minimum 3 years of relevant experience in a Financial Institution.

• Familiar with the workflow of front and back office.

• Strong analytical and problem solving skills.

• Good verbal and written communication skills.

• Proficient with Microsoft Office applications.

• Meticulous, with an eye for detail.

• Able to multi-task and drive desired outcomes with tight timelines.

• Self-motivated team player who thrives in a fast-paced work environment.