Business Support Hotline Representative

Job description

The Business Support Hotline Officer is an important part of the Client Service Network (CSN) team. He or she is responsible for assisting all front-office staff with inquiries regarding the opening and modification of accounts for Singapore portfolios via phone and/or email. He or she must analyze and respond to complex inquiries.

Tasks

• Maintenance of the Business Support Hotline Team's knowledge base
• Documenting and managing requests from front-line staff in the banking ticketing tool, monitoring the list of open issues, and following through on each matter until it is resolved in a timely manner
• Analyzing and responding to inquiries from front-line staff, as well as collaborating with subject-matter experts from other units within the bank who provide second-level support
• Ensuring that the activities carried out comply with relevant regulations and internal policies
• Conducting independent follow-ups with customers regarding high-risk transactions as a form of fraud prevention
• A strong commitment to quality service and a desire to drive innovation and continuous process improvement
• Assistance with ad hoc tasks/requests that are assigned from time to time

Regulatory responsibilities and risk management

• Demonstrating appropriate values and behaviors, including, but not limited to, standards of honesty and integrity, diligence and conscientiousness, fair dealing (fair treatment of customers), management of conflicts of interest, competence and continuous development, appropriate risk management, and compliance with applicable laws and regulations

Your profile

Requirements

• A strong focus on the customer, combined with a high level of integrity
• A proactive, hands-on, and solution-oriented approach
• Good analytical and problem-solving skills
• IT skills

Professional and technical requirements

• A degree and at least 5 years of relevant banking experience
• Experience working with clients, relationship managers, banking operations, legal and compliance departments, and other stakeholders within the bank
• Previous experience in a client documentation role is a plus
• Previous experience in a call center and/or call-back experience is a plus
• The ability to understand and speak Japanese is a plus
• A good understanding of banking and financial products