Service Associate
- Kuantan, Pahang
- Permanent
- Full-time
- Ensure compliance to all applicable policies, procedures and processes.
- Responsible for the daily operational service of ATM/Branch machines including maintenance and upkeep of services provided by vendors or in-house team.
- Handle customer’s enquiries via various channels such as walk-in, outbound calls, emails and letters.
- Provide timely responses to customers’ queries and resolve issues within stipulated timeframes.
- Proactively identify areas of improvement to enhance customer experience.
- Perform any other duties as assigned by superior.
1. Operations & Services
- Maintain daily operations of self-service terminals such as ATMs, Deposit Machines and POS devices.
- Manage vendors who provide services related to the banking infrastructure such as ATM hardware and software, Card Personalization Centre, Cash Management, Cheque Processing Unit, Security and others.
- Monitor service quality and performance against agreed service levels and take corrective actions when necessary.
- Work closely with internal business units and external parties to resolve complex service requests and complaints.
- Implement best practices for customer relationship management across multiple communication channels.
- Develop a thorough understanding of products, services, promotions and processes offered by the bank.
- Identify opportunities to improve service standards through feedback and analysis.
- Resolve escalated customer complaints fairly and efficiently.
- Adhere to service recovery guidelines when handling customer complaints.
- Coach, mentor and train subordinates on product knowledge, systems applications and soft skills.
- Promote teamwork and foster open communication among colleagues.
- Encourage professional growth and development within the department.
- Degree holder in Information Technology, Business Administration or equivalent.
- At least 5 years of working experience in a similar capacity in the financial industry.
- Experience in managing people and projects.
- Excellent leadership, interpersonal and problem-solving skills.
- Ability to work independently and under pressure.
- Strong organizational and multitasking abilities.
- Proficiency in MS Office Suite and relevant banking systems.
- Knowledge of ITIL process would be advantageous.