Job Description

Working Hour Regular Hours
Monday - Friday



Business Area Operations



Location Malaysia - Kuala Lumpur










Description


Primary Objective:

• Execute required operational task and provide operational expertise to teams
• Ensure cases received via Onyx/ECMS/RPP Back Office are resolved within defined SLA to improve customer experience
• Operations support on IBK/MBK, IBG, FPX, DD (Direct Debit) and Retail Payment Platform (RPP)
• Drive continuous improvement and optimization of processes to enhance customer centricity and improve productivity

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

Capabilities and Activities:

• Perform investigations and to resolve them within defined SLA on queries or complaints received relate to ATM, CDM, MEPS & IBK transactions from all touch points & MEPS member banks
• 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
• Monitor the payment to customers\xe2\x80\x99 account and ensure credited within the stipulated SLA
• Perform ATM/IBK and DuitNow refunds to other banks\xe2\x80\x99 customers via ECMS (Enterprise Case Management System) & RPP Back Office within SLA.
• Perform recovery to ensure successful recovery i.e cash over dispensed or wrongly paid by member Bank\xe2\x80\x99s ATMs or internet banking due to system and hardware errors
• Liaison with SST machine vendors for consultation in regards to problems related to ATM or CDM machines
• Support branches on request related to handling treatment of ATM or CDM cash excess or shortages investigation and educate SST officer at branches
• Maintenance of register on treatment of ATM or CDM cash excess or shortages request for tracking and reporting purposes to reduce escalations.
• Perform root cause analysis to identify issues related to ATM or CDM complaints and provide recommendations or action plans to reduce complaints
• Lodge LDC via OpRisk Evolution System on risk events or operational lapses.
• Prepare Key Risk Indicator (KRI) reporting within TAT
• Planning and participate in BCP or DRP exercise
• Backup for system IDs administration \xe2\x80\x93 ID creation, maintenance & periodic review
• Prepare monthly reporting
• Handle outward and inward IBG & RPP reversal request processing
• Support queries from CCC, branches & other Banks on IBG, FPX, DD & RPP
• RPP & FPX Monthly Dispute Report submission to Paynet
• Managing BO ID for EDMS, RPP Back Office & MYRPP BVA
• Handle FPX & Direct Debit merchant registration
• Process pending, future dated or recurring IBK transactions to successful or rejected status and to send secured message manually to customers once transaction status was updated
• Night Mode \xe2\x80\x93 Check debiting and crediting leg before sending email to domicile branch to perform required entries. For IBFT transactions, further steps are needed to send the entries to Finance to debit branch GL and credit RPPGL. If customer\xe2\x80\x99s account balance is not sufficient (unsuccessful recovery), LDC is to be raised and approval memo to be sent to eChannel Digital Management to debit Op Loss and credit IBK GL
• FTT - Obtain additional or correct info from customers via secured message or external email on MT199 received from FTT Team before due date or may resulted in FTT being returned with lesser amount, manage dropped FTT and attending to CBOP Purpose Code confirmation with IBK customers.
• Perform daily Exceptional Handling on FD Placement via FPX
• Submission of IBG report to regulatory (PayNet) for OFI Failure to Refund within SLA
• Review on IBG Manual & PayNet Operational Procedure & Guideline Update or Revised Procedure for IBG
• Perform application / system administration as per Group IT Security and Guidelines and agreed SLA
• Ensure review of user access by system owner as per Group IT Security Policy and Guidelines and agreed SLA

Requirements
Requirements:

• Degree in Banking/Finance or related field

Preferred level of Experience (by years/function/industry):

• Minimum 2 years\xe2\x80\x99 experience on 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

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