Job Description

Job Responsibility Introduce and educate customers on self-service/automated banking channels Guide callers through troubleshooting, navigating the company site or using the products and services Conduct call backs with customers for transaction confirmations Reach out to customers for information/documents to support requests from KYC, AML, risk, and operations teams Identify customers\' needs, clarify information, evaluate problems raised by customers, and provide comprehensive answers and appropriate solutions De-escalate situations involving dissatisfied customers, offering patient assistance and support Provide customer feedback to respective business partners to improve customer experience Complete call logs and reports, keeping records of all conversations in the call centre database in a comprehensible way Enhance customer loyalty by offering a proper telephone experience Perform specified KYC tasks where necessary Job Requirements Bachelor s degree or higher in a relevant field (such as finance, business, or economics) Minimum 1 year of experience in a bank or financial institution customer service environment Extensive banking knowledge and understanding of financial products and services Fluent in English and Mandarin languages, with excellent written and verbal communication skills Exceptional customer service skills, including active listening and the ability to provide effective solutions Professional and pleasant phone demeanor, with excellent phone communication skills Proven track record of consistently exceeding sales quotas and targets Proficiency in working with RM systems and familiarity with industry best practices Strong customer focus and ability to adapt to different personality types Excellent multitasking abilities, adept at setting priorities and managing time efficiently Able to speak, read and type with fluent Mandarin. Job Benifits Medical and Insurance Coverage EPF, Socso, EIS and etc. Annual Leave Medical Leave Career Progression World Class Training provided (Soft skill, system, SOP and product knowledge)

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