Manager, Control

2 weeks ago


Singapore UNITED OVERSEAS BANK LIMITED Full time
Roles & Responsibilities

Job Responsibilities:

  • Perform validation of customers' instruction for critical and high-risk orders such as telegraphic transfer, remittance applications; stop payment of cheque, reporting scam/unauthorized and recall of funds as some examples, by retrieving interaction recording from various systems and details from Customer Relationship Management system (CRM).
  • Performs Day-2 checks on customer requests approved by Customer Service Representative (CSR) such as waiver request for credit cards and CashPlus to ensure adherence to guidelines set by business units and management.
  • Review interactions (call, email, chat, social media posts, faxes) to evaluate the quality of customer service delivery in accordance with quality monitoring standards.
  • Ensure interactions meet performance expectations in accordance with quality monitoring standards through regular calibrations sessions and dialogues.
  • Collate, prepare and analyze statistical reports on a regular basis based on checks performed, for Contact Centre Management reviews.
  • Uses quality monitoring data to track performance at the team and individual level

Job Requirements:

  • A university degree holder in any discipline with a minimum 5 years of relevant experience in Quality Assurance / Quality Control and is familiar with banking and/or credit cards process, products and systems.
  • Passion for service, strong customer service mindset with good communication, comprehension and excellent problem-solving skill.
  • A strong customer service mindset with good communication and customer centric drive to improve customer experience.
  • Possess good interpersonal skills and able to work independently and as a team.
  • High level of accuracy and attention to detail.
  • Proficient in Microsoft Office applications.
Tell employers what skills you have

Microsoft Office
Quality Control
Customer Service Delivery
Customer Experience
Social Media
Quality Assurance
Interpersonal Skills
Credit Cards
Customer Relationship Management
Attention to Detail
Banking
Customer Service
Able To Work Independently

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