Customer Care

3 days ago


Singapore EBC CONNECT PTE. LTD. Full time

**Customer Care Specialist**
- **Central Singapore**:

- **Budget up to $5000**:

- **MNC Bank**

**Roles & Responsibilities**:
1. 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

2. 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

3. 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

4. Banking Compliance and Regulation
- 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.

**Requirements**: Diploma or University graduate with 1-3 years of banking experience, in a fast-paced contact centre environment
- Good understanding of Banking and Financial products
- Knowledge of the Bank’s Control Framework and Governance Structure

**EA Personnel No. R2095114**

**EBC Connect Pte Ltd**

**License No. 17C8975



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