Customer Service

2 weeks ago


Singapore snappyhires Full time
the and the scam-related
Position -Customer Service

Job Type -Full Time

Location-Singapore

Job Description -

  • Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
  • Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
  • Liaises with other business owners and stakeholders for cknowledgement, followup on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
  • Observe all followup within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
  • Ensures respective business owners acknowledge escalation requests and resolves the customers' requests promptly within the established service turnaround time.
  • Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
  • Handle cases endtoend ensuring all callbacks to address customers' matter are completed within the timeline promised to or requested by customer.
  • Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of processes and procedure.
  • Responsible for tracking and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
  • Preparation of reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.
  • Handle complex cases with care and speed through co ordinating with Business Unit and Servicing Unit.
  • Supporting Contact Centre Servicing team through handling Inbound Voice chat.
  • Supporting Business Unit and Servicing Unit early detection of scam and fraud initiatives.

Salary:
From $3,500.00 per month

Schedule:

  • Shift system

Experience:

  • Customer service: 5 years (preferred)

Work Location:
In person

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