Officer, Contact Centre Officer, Consumer Banking

About The Role

(1)Act as the major contact point of the Bank to provide service by handling inbound service.
call to answer customer inquiries, including banking and credit card products, systems and
other inquiries, and resolve customer issues as well as manage identified financial
transaction / modification service, etc.
(2)Perform inbound x-selling / referral for banking and credit card products / services to line
up with business needs.
(3)Follow-up customer request and make outbound calls to reply to customers when
necessary.
(4)Provide solution to customers concern and problems in a timely manner, ensuring
customer satisfaction.
(5)Listen to customers grievances or complaints. Provide solution to resolve the case or
related to appropriate parties to ensure the case is attended.
(6)Get customers opinions and suggestions, e.g. then feedback to supervisors.
(7)Strictly follow the approved operational procedure/workflow and comply with the required
guidelines and measures of Control and Compliance; to complete & meet all customers
request within risk, compliance and quality standards.
(8)To demonstrate strong work commitment and work ethic. To adhere to schedule of work
& be available for deployment at short notice when on standby.