Job Description

Description

PRIMARY OBJECTIVE

• Provide on-demand helpdesk support on escalation from INTERNAL TOUCH POINTS(E.G BRANCHES) on customers and channels(cash/reflex/TSLITE/fsc) related transactions, products or services
• Provide seamless, effective and timely delivering of customer resolution on issues received
• Collect and channel feedback to Product team & Central Process Improvement Circle for enhancement to improve customers' experience & service delivery
• Execute required operational task and provide operational expertise to team

KEY RESPONSIBILITIES

• Execute operational task that require functional expertise or skills
• Produce necessary output, in line with the objective of the team
• Provide feedback on key issues faced by both customers and teams
• Effective oral communication skill with in-depth knowledge in trade, cash & direct funders related transactions or services
• Good PROBLEM-SOLVING skills to resolve issues/requests from customers
• Able to handle exceptional cases from various channels to ensure SMOOTH PROCESSING
• Good critical thinking skill to continuously improve service delivery
• Familiar WITH CASH (reflex) systems and processes to handle any issues / investigations
• Good critical thinking skill to drive business process improvement and encourage innovation to continuously improve service delivery

BAU activities

• Attend, investigate & resolve customer/RHB branches/GTB/3rd party inquiries related to GTB cash & trade - tslite & fsc products, systems (REFLEX) & transactions (local & foreign) - handling inquiries and issues via telephone calls, emails & CRM, per stipulated SLA.
• Key liaison between CCC, Group Operations, Group Technology & other stakeholders within GTB for cash & trade service issue related matters & initiatives
• Handle/manage client/service delivery complaints related to GTB cash & trade product and services.
• REFLEX system outage & time out transactions/incidents - lead party responsible on the communication mode to impacted customer's.
• Attend various/ad-hoc meetings & councils - discuss/review issues related to client services/delivery, process, migrations & businesses.
• provide system/product/service improvements ideas related to reflex
• Track volumes, SLA, and other customer delivery KPI.
• Understand, comply & keep abreast with bank, compliance, risk, market regulations & policies related financial/banking operations and services i.e. PDPA, BAFIA, FSA, FEA, AMLA & more.
• Comply with GTB internal procedures & policies that governs customer data protection & confidentiality.
• Drive positive customer experience through delivery of quality interaction, speedily & accurately, expedite resolution by defining/tracking TAT.

Requirements

REQUIREMENTS (Qualification/Experience/Skills)

• Degree in Banking/Finance or Diploma with 5 years experience in relevant field
• CASH/TRADE PROFESSIONAL ACCREDITATION [NOT MANDATORY/advantage] i.e. swift / citf
• Minimum 2 years experience in Transaction Banking, particularly in Client Services/INVESTIGATION/SUPPORT functionS for Cash or trade PRODUCT & services

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

Benefits

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