MGR, Customer Service Executive

As Singapore's longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.

 Today, we're on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia's leading financial services partner for a sustainable future.

 We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.

Your Opportunity Starts Here.

Imagine being part of a team that makes a real difference in people's lives. As a Customer Service Executive at OCBC, you'll be at the forefront of delivering a world-class customer experience that sets us apart from the rest.

To succeed in this role, you'll need to be a people person with a passion for delivering exceptional service. You'll be responsible for managing all inbound and outbound communications, particularly customer emails and letters. It involves prompt response to customer inquiries, resolving issues especially newly launched products and iOCBC related services promptly, and ensuring a positive experience for every customer, all while consistently meeting established Service Level Agreements (SLAs).

1. Handle Customer Interactions

• Respond promptly to customer queries via emails, letters and phone calls.

• Resolve issues pertaining to iOCBC and trading related matters.

• Provide accurate product and service information while ensuring regulatory compliance.

• Document all customer interactions accurately.

2. Meet Service Level Agreements

• Ensure timely resolution of customer issues to meet SLAs.

• Escalate complex matters to relevant internal teams as needed.

• Monitor and report on SLA performance.

3. Collaborate with Internal Teams

• Work closely with internal stakeholders to resolve customer issues.

• Support new product launches and regulatory changes.

4. Maintain Market and Product Knowledge

• Stay updated on trading platforms, products, and market regulations.

• Participate in ongoing training to enhance expertise.

5. Support Process Improvement

• Identify common customer issues and suggest improvements.

• Participate in quality assurance and service enhancement initiatives.

6. Assist with Reporting and Compliance

• Prepare reports on customer interactions and service metrics.

• Maintain documentation and support compliance requirements.

• Minimum 2 to 3 years of relevant experience in Customer Service, operational knowledge in Securities and stock market would be advantageous

• Possess strong written communication and good oral skills and have customer centric and service excellence mindset

• Effective interpersonal skills with both internal and external customers

• Self-motivated and able to work under pressure

• Good team player with commitment and initiative

• Diploma or degree, preferably in Banking or Finance

Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.