Service Banker (Call Centre)
(Selangor – Petaling Jaya)
Application deadline on 26-07-11.
To be a one stop shop to all consumer banking customers by providing accurate & timely information on product & services, relevant to their needs
1. Assist customers in fulfilment of their transaction or servicing requests via the telephone
2. Achieve first call resolution in all customer interactions, where possible
3. Promote the use of automated channels and its benefits to customers
4. Acquire new business by proactive tag on & generate new sales opportunities
5. Leverage on continuous improvement journey by proposing & giving suggestions/ recommendations on workflow implementation & productivity improvements
Customer Experience:
• Provide personalised customer service of the highest level
• Handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects
• To introduce and educate the customer of the self service/automated banking channels and help them use the services extensively
• Maintain prescribed quality levels and to convey right information to the customers and avoid mis-selling and complaints
• Building positive rapport with different types of customers over the phone
• Take appropriate actions to effectively control a phone call
• Apply the proper phone etiquette to satisfy various customer situations
Frontline Experience:
• To attend the prescribed training sessions and improve the product knowledge and phone skills consistently
• Responsible to satisfy customer and maintain good image/reputation for the organization
• Update the existing databases with changes and the status of existing / prospective customers
• Resolve customer queries and ensure that the customer’s expectations are met
• Arrange for dispatch of products, information packages, brochures et al to clients
Revenue & Productivity:
• Educating customer about the products and service offered
• Ensure continuous improvement in Productivity to the standards prescribed from time to time
• Support ongoing initiatives to enhance cross sell opportunities
Service Quality
• To achieve set targets in terms of service standards and customer satisfaction scores for customer inbound calls received
• To provide professional advice and alternatives/solutions to customers’ request and queries using knowledge of bank’s products and services
• To deliver world class phone-based quality service to customers across segments & markets on dedicated 24/7 hotlines
• To adhere to the mandatory compliance check on all inbound calls received & call-backs
• To be responsible for 100% of the follow up activities arising from customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc customer survey, if any
Compliance Risk And Money Laundering Prevention Requirements
• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
• Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times
• Ensure compliance with all applicable rules / regulations and company group policies
Requirement :
• 2 – 5 years of call centre experience, Prior Servicing of Singapore Customers Preferred
• Consistent work history with minimal “job hopping” on CV. Long Durations of Tenure at prior organizations
Preferred.
• Ability to read, speak, and write/spell in English in Proficient Manner, Ability to speak Mandarin Preferred
• A sound knowledge of telephone etiquette and customer service. Experience handling escalated callers
Preferred.
• Attention to detail; ability to comprehend, capture as well as interpret customer inquiries via the phone and/or email
• Outstanding customer service skills; Highly customer focussed, with a desire to resolve each customers’ issue
• PC Skills in Windows Environment
• Proficient in basic MS Office applications (Outlook, Word, Excel)
• Typing proficiency of 35 wpm and accurate data entry skills
• Basic knowledge of banking business/financial services (Deposit, Credit Card, Loans)
• Strong interpersonal skills
• Ability to manage difficult customer situations
• High analytical skills; Good problem solving skills
• Pleasant personality and positive working attitude
• Ability to work a changing schedule, as dictated by customer needs
• Training/ Intake: 25th July 2011
Interested candidates are encouraged to e-mail their applications to KL-GSSC.Recruitment@my.sc.com Only short listed candidates will be notified. All applications will be treated strictly private and confidential.
