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 or handle inquiries and find solutions to complex issues.

Tasks

• Maintenance of the Business Support Hotline Team's Knowledge Base
• Documenting and managing requests from front-line staff in the bank's ticketing tool, monitoring the list of open issues, and tracking each issue until it is resolved in a timely manner
• Analyzing and responding to/handling 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 initiatives
• Assistance with ad hoc tasks/requests that are assigned from time to time

Requirements

• A strong focus on the customer with high service standards
• A proactive, hands-on, and solution-oriented approach
• Good analytical and problem-solving skills
• IT proficiency

Professional and technical requirements

• A degree and at least 5 years of relevant experience in the banking industry
• 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

We offer

No information available.