Customer Service
7 days ago
At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._
Sound like you? Then read on.
WE ARE LOOKING FOR.....
Manage risk-related matters from the service centre, including all outgoing payments and ensure the processes meet the risk guidelines as stipulated by the company. At the same time, provide professional customer service to all walk-in customers and agents.
- Be the department’s first line of defense - Own, identify and manage all risks issues related to payment processing. Ensure all payments are duly approved and authorized before releasing to customer
- Perform Anti Money Laundering (AML) and other risk-related screenings with integrity for all outgoing payments, accordance to the company’s guidelines and in compliant to all regulatory requirements.
- Maintain and enhance the Customer Service Centre’s risk level through sensing emerging trends, pattern of transactions and identifying red flags, including and not limited to frequent withdrawals and payments.
- Perform risk assessment within the department and recommend controls to tighten processes
- Support reporting risk manager in reports relating to department’s RCC matters
- Perform investigation and provide findings on compliance related cases
- Be the main liaison to follow up with customers. Establish communication with customers through verbal questioning, conduct joint calls with other stakeholders, sending letters, etc.
- Maintenance and reporting of flagged cases and uncrossed payments. Perform daily reconciliation of payments to Finance. Work with Finance team to reconcile and prepare transaction reports.
- Maintain good service experience for all walk-in customers by creating effective service delivery via fast queue services.
- Streamline the escalation process through the use of robotic process automation (RPA).
- Carry out any other ad hoc duties as assigned reporting manager.
**Requirements**:
- Degree or minimum Diploma holder in any discipline, with a minimum of 1 to 2 years financial or customer service experience
- Ability to initiate propositions and exercise discretion in resolving issues
- Team player, proactive, and possess good interpersonal skills with a positive attitude
- Pleasant disposition with good communication and written skills
- Proficient in Microsoft Excel & Powerpoint
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._
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