Job Purpose To handle customers' enquiries and complaints received via phone related to business banking online banking portal To provide personalized service and go extra mile where necessary to resolve customers' issues by applying Good Advice, Relevant Solutions, Easy, Accurate, Timely "G.R.E.A.T" principles To liaise with relevant departments or branches in resolving customers' issues To identify service gaps, gather customers' feedback and escalate to Team Lead to improve customer experience To achieve Key Performance Indicator agreed in the Individual Performance Plan (IPP) To keep abreast with the latest product launch/enhancement or promotions and new processes To adhere to procedures and policies in Standard Operating Procedure (SOP) and Banking Policies Operational Excellence Handle customers' enquiries related to business banking online portal received via phone promptly and meeting customers' expectation Handle and resolve customers' inbound call efficiently to achieve Service Level Agreement (SLA) consistently Provide accurate, valid and complete information to address customers' enquiries Deliver high quality service and go extra mile in resolving customers' enquiries and issues to differentiate the service experience against our competitors Perform outbound call to customer where necessary to resolve customers' inquiries Escalates complaints and unresolved issues to Customer Care Unit for further action and follow up for resolution Work effectively as part of a team, developing supportive relationships with colleagues and management Participate and support initiatives to increase online banking usage, users activation rate and promote self-serve options with objectives of reduce inquiries Complete all administrative tasks accurately and timely Forward sales referrals to relevant sales department for sales closure Key Responsibiities Service Quality Adhere to processes as per SOP to minimize defects Communicate customers' feedback and operational gaps to Team Lead for improvements Maintains and improves quality of service by sharing suggestions and recommendations Keeps job knowledge and skills up to date by attending training and continuously learning Career Development Participate in project/ad hoc task/initiative for exposure and personal development Work with Team Lead to identify training needs to improve competency and skill Work as a team and build rapport with team members in building a positive working environment Compliance & Risk Management Ensure that all policies and guidelines set by compliance are adhered to and practice prudent risk taking Escalate any compliance gaps to Team Lead that impact the operations Show more Show less