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.

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 resolving each issue in a timely manner
• Analyzing and processing 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 the promotion of innovation and continuous process improvement
• Support for ad hoc tasks and requests that are assigned from time to time

Requirements

• Strong customer focus combined with a solid understanding of processes and internal systems
• A proactive, hands-on, and solution-oriented approach to work
• 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