The Role
Verify account opening documents and customer identities (including video calls), handle outbound calls/emails and service enquiries, resolve complaints within guidelines, review transactions and escalate suspicious activity, log service requests and ensure SLAs are met, and propose workflow improvements.
Summary Generated by Built In
Responsibilities:
Business Performance and Management
- Handle all outbound calls / emails with professionalism
- Perform video call in a consistent and professional manner to prevent identity fraudulently
- Handle internal service enquiries
- Resolution of complaints within guidelines
- Logging of service requests, complaints and enquiries
- Ensure requests or investigations are completed appropriately and emailed out to other channels/departments within SLA
- Ensure superb follow-up and fulfil promises made to our customers
- Reviewing of transaction and filing of escalation memo whenever necessary
Service Delivery
- Verification of account opening documents
- Call customers to follow up on pending documents if any and explain product mechanics when necessary
- Review account opening applications within Service Level
- Review, maintain and check for completeness and accuracy of input data entry for account opening application and data enrichment
- Handle customer’s enquiries
- To continually propose and implement workflow and productivity improvements
Follow up Activities
- Resolution of complaints within guidelines
- Highlight of operational issues
- Logging of service requests, complaints and enquiries
Requirements:
Qualifications
- Diploma holder, and above
Relevant Work Experience
- Customer Service / Operations related experience, preferably from banking
Personal Skills (Soft Competencies)
- Self-motivated and strong in relationship building
- Positive work attitude and high degree of initiative and drive
- Excellent interpersonal and communication skills
Skills Required
- Diploma holder or above
- Customer service or operations related experience (preferably from banking)
- Excellent interpersonal and communication skills
- Self-motivated with strong relationship-building and initiative
- Ability to perform professional outbound calls, emails and video calls for identity verification
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The Company
What We Do
CIMB Singapore is a leading universal bank operating in ASEAN's global financial gateway. Leveraging CIMB Group's extensive regional network and resources, it provides a comprehensive suite of conventional and Islamic banking solutions curated to a wide range of financial needs. The bank serves both individual and business clients, offering retail, commercial, and corporate banking services, and specializes in bridging markets across the ASEAN region.
