Officer, Specialist, Contact Centre, Corporate Banking Operations

Business Function

Technology and Operations (T&O) 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 T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Objective

Deliver excellent post-sales customer service and handle customer telephone, e-mail, and digital channel enquiries-including cash management products, system support, investigations, information requests, and transaction monitoring on corporate banking products-in an effective and efficient manner to achieve total customer satisfaction and key performance indicators (KPIs).

Job Responsibilities

• Act as the focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product, and Technical Support teams to bring a cohesive support structure and responsiveness to clients.
• Take responsibility for the full and satisfactory resolution of client requests, including complex cases. Coordinate amongst internal stakeholders to ensure action and/or obtain information to provide timely, accurate, and client-friendly responses, while driving root-cause solutions where appropriate.
• Serve as an Electronic and Mobile Banking Platform specialist.
• Solicit customer feedback and identify problem trends for improvement actions.
• Adhere to professional standards of behavior and conduct when dealing with customers, and provide support and guidance to fellow Customer Service Officers (CSOs).
• Assist in overall departmental and client process improvement and digitization initiatives.
• Leverage data analytics from various sources (e.g., operations, systems, customer feedback) to generate insights and drive query reduction.
• Handle ad-hoc projects as assigned.

Job Requirements

• Proven experience in customer service, client relationship management, or a corporate banking support environment.
• Strong knowledge and proficiency in electronic and mobile banking platforms.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to handle complex cases and coordinate effectively with internal stakeholders.
• Strong analytical skills with the ability to leverage data to drive process improvements and query reduction.
• Professional demeanor, customer-centric mindset, and the ability to mentor and guide team members.

Apply Now

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

We regret only shortlisted candidates will be notified.

Location:
Two Harbour Square

Job:
Customer Service

Schedule:
Regular

Employee Status:
Full time