Business Support Hotline Representative

Job description

The Business Support Hotline Officer is a key member 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 or handle complex inquiries.

Tasks

• Maintenance of the Business Support Hotline Team's knowledge base
• Documenting and managing front-line staff inquiries and requests in the bank’s ticketing system, monitoring the list of open issues, and tracking each matter until it is resolved in a timely manner
• Analyzing and responding to/handling inquiries and concerns 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 high-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 such as honesty and integrity, diligence and conscientiousness, fair treatment (treating customers fairly), conflict management, competence and continuous development, appropriate risk management, and compliance with applicable laws and regulations

Your profile

Requirements

• Interpersonal and social skills: strong communication skills, efficient and goal-oriented communication style, conflict management
• A meticulous and efficient approach to work
• Strong knowledge of banks and financial products