Job Description

Description

Primary Objective:

• Provide on-demand helpdesk support to customers and channels on REFLEX/cash MANAGEMENT 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\xe2\x80\x99 experience & service delivery
• Lead/support merchant onboarding process - documentation, registration & maintenance.
• 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 cash management products & services
• Good PROBLEM-SOLVING skills to resolve issues
• Able to handle complex/exceptional cases from various channels to ensure SMOOTH business/service delivery / sla.
• quickly & effectively provide customers with service solutions
• Familiar WITH tb CASH management services & products
• Good critical thinking skill to drive business process improvement and encourage innovation to continuously improve service delivery
• taking ownership of customer issues and following problems through effective resolutions.

bau activities

• Attend, investigate & resolve 2nd level customer/RHB branches/GTB/3rd party inquiries related to TB cash MANAGEMENT products, systems (REFLEX) & transactions (local & foreign) \xe2\x80\x93 handling COMPLEX inquiries and ESCALATIONS VIA calls, emails & CRM (ONXY), per stipulated SLA.
• Key liaison/FULLFILMENT between CCC, Group Operations, Group Technology & other stakeholders within TB for cash service issue related matters & initiatives
• Handle/manage customer & service delivery complaints related to TB cash product and services.
• assist circle lead in various ad-hoc bau & projects/initiatives (i.e. rcsa review, sla performance review, acs, tb product/service implementation).
• REFLEX system outage & time out transactions/incidents \xe2\x80\x93responsible on the communication mode and management to impacted customer\xe2\x80\x99s.
• Provide business/service support to internal & external customers on TB CASH MANAGEMENT related products & services/REFLEX developments
• assist circle lead on Tracking of volumes, SLA review/monitoring, and other customer delivery KPI.
• Involve/provide support in various TB service activities \xe2\x80\x93 i.e. work with Product, IT, PayNet, CCC on client service/delivery migration activities
• Review/analyze/investigate ftt transactions reported under the CBOP report/review by RHB Group Regulatory Reporting/BNM.
• Understand, comply & keep abreast with bank, compliance, risk, market regulations & policies related financial/banking operations and services i.e. PDPA, BAFIA, FEA, AMLA & more.
• Comply with TB 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:
Diploma - MINIMUM DIPLOMA HOLDER.

• minimum 5 years experience in Transaction Banking, particularly in Client Services/INVESTIGATION/SUPPORT functionS for CASH MANAGEMENT.
• 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

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

RHB Bank