Job Description

Job Category: Customer Support/Operations
:
Manage day-to-day statement and fulfillment requirement of the department's operations to best support the activities of the Statement printing requests. * Root Cause Analysis

• Conduct Root Cause Analysis (RCA) on complaints handled by CRU and identify areas of opportunity within process and performance.
• Ensure rigor and governance is sustained within the ongoing RCA process to support clear identification and escalation of key operation risks.
• Process Improvement

• Work collaboratively with the Business Units & Process Owners to address and close operation gaps and system defects.
• Drive process improvement initiatives.
• Assist in validation exercise on FLR cases, Wrong tagging of Complaints/Enquiries by First Tier Touch Points prior to escalations to CRU.

• Governance

• Review and update CRU's Standard Operating Procedures (SOPs).
• Perform Management and Regulatory reporting.

• Account Statement Request
• All incoming ITSR, 1View, RUBIK and IVR Statement requests are fulfilled on daily basis

• Follow up on escalated statement requests that have been escalated to respective Business Units (eg:

1P team, HP team etc)

• Reply all incoming / outgoing emails and phone calls when necessary with regards to statement

process enquiries or follow up by requestors (Call Centre, Branches, CRU and other BUs)

• Track all pending, new and follow up statement request which have been escalated to BUs on weekly

basis and perform necessary follow up until request completed.
*Update all requests attended in Daily Tracking file and compile for tracking purpose as well as maintain
own record on ad-hoc tasks attended for each day.

• The listing from Daily Tracking file must be updated into Group Master Tracking file on the same day

or the next day for reconciliation and mailing out purpose.

• To prepare necessary cover letters with correct details for Mailing Out purpose to customer or fill out

ABX docket for courier to branches/customers.

• To update the statement master file with current status of SR attended by Self or Statement Team

• Assist to write address and details in the ABX dockets to be courier out for the team when assigned

by TL or assistant.

• Update ABX docket information in master file in timely manner or whenever assigned by HOS / Team

Lead or assistant.

• Perform Data entry in Statement master file when required or assigned by HOD / TM / TL / assistant.

• To participate in any new ad-hoc task needed to ensure smooth running of Statement team activities

and also CRU Fulfilment activities as a whole

• Keep abreast with banking products and service knowledge

• Compile and furnish statistics as required by Team Leader from time to time.

• Comply with statutory and company's rules and regulations (e.g. HR Policy / BAFIA / Code of Ethics

etc)

Skills Required