
Customer Care Specialist
4 days ago
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 some of the many interesting challenges we are facing, 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 HandlingUsing 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 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.
- Proactively hunting for threats and indicators of compromise in the environment.
- Working alongside the SOC/Managed Security Service Provider, handling all major activities on the ground, including incident response activities and threat hunting.
- Being a local focal point for SOC, ensuring MSSP SOC and MDR integration is smooth and seamless.
- SIEM Engineering - building SIEM use cases, detections and playbooks, developing and managing integrations.
- L1/L2 monitoring, to review and maintain effective SLAs and SLIs.
- Querying, processing and manipulating data in a variety of platforms and formats.
- Creating security metrics and providing analysis solutions through dashboards.
- Building, testing, and maintaining the effectiveness of cybersecurity and incident response playbooks.
- Working closely with Product squads, Application Security and End-user Computing to ensure threat models are established and maintained, deriving adequate control plans adapted to each business context.
- Working closely with the group to ensure our Digital Venture meets and exceeds control objective requirements across cyber defence, investigations, incident response and forensics.
- Automating the collection of control output artefacts and audit trails to facilitate audit and regulatory reporting.
- Working with Offensive Security team to ensure the result of intrusion tests and bug bounties positively improve our capacity to detect and respond to flaws and attack.
**Role Specific Tecnical Competencies**
- Banking experience - Core
- Customer service experience - Core
- Contact centre experience - Core
- Clear communication - Core
- Microsoft office - Entry
- Diploma or University graduate with 1-3 years 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 employme
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