Job Description

Description

PRIMARY OBJECTIVE

• Professionally and accurately handle customer inquiries and requests pertaining to RHB Online Banking, and perform troubleshooting where required, by applying good knowledge of modern tools, policies, and processes, to maximize first call resolution.
• Key liaison to the front liners (CCC, Branch, Customer Service (RM)) to as the subject matter expert to assist with initial troubleshooting, problem identification & resolution
• Responsible for keeping abreast of the RHB Internet Banking and RHB Mobile Banking, new features, updates, maintenance, marketing campaigns, systems and processes.
• Ensure cases received via Onyx/ECMS/RPP Back Office are resolved within defined SLA to improve customer experience
• Drive continuous improvement and optimization of processes to enhance customer centricity and improve productivity

KEY RESPONSIBILITIES

• Provide technical support and perform troubleshooting on calls from branches or calls being transferred from Customer Contact Center to maximize first call resolution
• Provide step-by-step guidance in order to gather the necessary details pertaining of the issue to facilitate the problem identification and provide the recommendation on issue resolution or possible workaround
• Execute operational task that require functional expertise or skills
• Provide feedback on key issues faced by both customers and teams

Capabilities and Activities:

• Perform investigations and to resolve them within defined SLA on queries or complaints received relating to IBK transactions from all touch points Investigate Service Request (SR) or complaints (CPLA) escalations received via Onyx and to establish the validity of the SR or CPLA as well as to forward to settlement team for payment
• Ensure SR or CPLA is duly updated in Onyx system & resolved within SLA
• Problem identification, troubleshooting and proposed recommendation on resolution
• Technically sound and familiar with Internet and Mobile Banking capabilities
• Planning and participate in BCP or DRP exercise
• Prepare monthly reporting
• Support queries from CCC and branches

Requirements

REQUIREMENTS (Qualification/Experience/Skills)

Formal Education:

• Degree in Banking/Finance or fresh graduate in Information Technology can be considered.
• Minimum 2 years' experience on:
• Business banking operations or customer service

Other skills required:

• Expertise and capability of performing tasks relevant to the domain and delivering required output
• Good problem solving skills
• Ability to provide answers to impromptu questions
• Good communication skills (ability to communicate/collaborate with team members)
• Ability to be patient and actively listens to others, and understands others' views
• Good understanding on the Internet and Mobile Banking capabilities
• Technically savvy on Internet and Mobile App behaviour (browser, mobile devices) capabilities

Benefits

• Good career progression opportunity
• Attractive numeration package and benefits
• Good working environment