Customer Care Specialist

Trust is the first of a new breed of banks in Singapore - digitally native and focused on delivering a delightful customer experience. You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.

As a **Customer Care Specialist** you'd be able to work on and solve many interesting challenges which we are facing, learn new ways of working, and help build delightful high quality products for our customers.

As a **Customer Care **Specialist,** you will be able to work on and help service our customer base, learn new ways of working, and build delightful high-quality experiences for our customers.

Working with the team of passionate digital bankers, and leveraging on the latest technology, you will be instrumental in providing differentiated customer service for the new virtual bank, Trust. Our aim is to provide the state-of-art service to our retail customers and change the way people bank with us.

**The Role Responsibility**:

- Customer Experience - Service & Complaints Handling
- Using the preferred channel to communicate and provide responses where appropriate to general or account-related enquiries initiated by customer
- Handle simultaneous channel responses, including in-app chat, web form, and voice hotline
- Ensure timely documentation, classification, customer acknowledgement, and follow-up actions for all cases according to the relevant policies and procedures.
- Identify the main reason for calling, document the situation accurately, and route cases to relevant parties (e.g. risk, fraud, onboarding, ops) to help resolve the issue.
- Timely communication with customers in relation to their cases and escalate issues to managers
- Customer Due Diligence
- Engage in identification and verification of customers while adhering to the bank's privacy and security policies.
- Assist with reaching out to customers for requested documentation for open cases
- Support in filling out of investigation reports, as required, for payment and fraud cases
- Product Service Escalation
- Conduct case investigations and handle complex follow-up cases from offshore team
- Perform tracking, analysis and reporting for escalated cases
- Provide insights and actionable plans to enhance customer experience
- Banking Compliance and Escalation
- Ensure compliance with the Governance Policy, the Portfolio Management Standards and System Delivery Framework.
- Undergo annual compliance and financial crime training.
- Act as the bank's first line of defence, and promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.

**Role Specific Technical Competencies**:
Skill

Target proficiency level

Banking experience

Core

Customer service experience

Core

Contact centre experience

Core

Clear communication

Core

Microsoft Office

Entry
- Diploma or University graduate with 1 year of banking experience, preferably in a fast-paced contact centre environment
- Good understanding of Banking and Financial products
- Knowledge of the Bank's Control Framework and Governance Structure preferred
- Superior listening, robust writing and verbal communication skills required
- Service-oriented with positive attitude to drive differentiated customer experience

**Come as you are** Trust is an inclusive and open-minded workplace. If you are smart and good at what you do, that's what we care about. So come as you are.

**Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind.** We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.