Customer Service

2 days ago

Singapore snappyhires Full time

the and the scam-related**Position -Customer Service**

**Job Type -Full Time**

**Location-Singapore**

**Job Description -**
- Review and assess scam related cases from Contact Centre to identify, liaise and resolve customer issues completely and promptly.
- Ensure validity of each case escalated prior to escalating out to Fraud Support Team, Business Unit, Servicing Units and ensure quality of servicing is maintained.
- Liaises with other business owners and stakeholders for cknowledgement, follow-up on any actions and feedback requested by customers through Fraud Support Team is carried out efficiently and within timeline
- Observe all follow-up within internal and external parties to resolve requests/feedback promptly within the established service turnaround time.
- Ensures respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
- Monitor Business Unites and Servicing Units adherence to rules, regulations and procedures and escalate to respective senior management promptly.
- Handle cases end-to-end ensuring all callbacks to address customers’ matter are completed within the timeline promised to or requested by customer.
- Work with Business Unit and Servicing Unit or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of processes and procedure.
- Responsible for tracking and monitoring suspicious account movements and unusual transactions that may be risky to the Bank and customers.
- Preparation of reports on scam cases reported daily, weekly and monthly working very closely with Business Unit and Servicing Unit to attain and meet the Service Level Agreement goal.
- Handle complex cases with care and speed through co ordinating with Business Unit and Servicing Unit.
- Supporting Contact Centre Servicing team through handling Inbound Voice chat.
- Supporting Business Unit and Servicing Unit early detection of scam and fraud initiatives.

**Salary**: From $3,500.00 per month

Schedule:

- Shift system

**Experience**:

- Customer service: 5 years (preferred)

Work Location: In person

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