Job Purpose Summary

The incumbent will be primarily responsible for conducting business over the telephone and utilize advanced contact technology to provide utmost customer service.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

- Achieve Key Performance Indicators (KPIs) like average time taken to answer calls, average time taken to resolve queries/ process, number of call requests attended to in a day, number of call requests closed/ actioned during the day and etc. for the entire Customer Care Center

- Implements KPI’s and best practices for Officer, Customer Care Call Center

- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

- Act within the limits of the powers delegated to the incumbent

B. Customer (Internal & External):

- Ensure that customer queries/ requests are attended to immediately without any loss of time and opportunity.

- To assist customers in all their queries on Bank’s product and seek solution to their requests.

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.

- Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

- Responsible for responding to incoming client calls in accordance with quality and customer service standards.

- Ensure that customers are provided with complete and accurate product information and thorough buying advice.

- Follow Data Protection (KYC).

- Acquire training to gain service and product knowledge on; accounts, loans, cards,, branch working hours/locations; ATM locations etc. and be able to conscientiously carry out Customer Care Call Center duties.

- Protect the positive image of the Group through professional phone interaction.

- Deal with all customer requests/ complaints in a professional way to bring about a positive outcome.

- To assist customers in all their queries on Bank’s product and seek solution to their requests.

- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

- Adhere to the Group’s data protection policies/ procedures at all times

D. Learning & Knowledge:

- Possess a good knowledge of the entire banking products provided through the customer care call center and related risks together with a working knowledge of Customer Care Call Center operations and control.

- Actively participate in staff meetings for performance assessment and guidance and discuss and resolve concerns/ issues, if any.

- Identify related areas for professional development of self.

- Proactively identify areas for professional development of self and undertake development activities.

- Seek out opportunities to remain current with all developments in professional field.

Education and Experience Requirements

- High School

- Diploma degree graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),

- No years of experience required