Associate Business Support Officer

Job Description

Client Servicing

• Handle all incoming inquiries, requests and complaints from all voice and non-voice channels of the bank and ensure resolution within set service levels
• Provide updates to customers of pending concerns until items are resolved
• Resolution of simple to complex cases (inquiries, requests & complaints)
• Basic trouble shooting of system errors including simulation of client errors
• Send general advisories to client for system updates, downtime and year-end activities
• Elevate escalated and recurring cases to Senior Business Support Officer or Business Support Unit Head

Liaison Functions

• Coordinate with appropriate internal units to ensure processing of inquiries, requests and complaints within the Service level agreement. Gather information needed from all possible sources to resolve issues.
• Do follow-ups to units to ensure timely resolution of cases

Administrative Work

• Log, update, monitor all concerns received from clients in CRM system
• Test various systems/facilities when needed and report downtime to concerned units in a timely manner.

Qualifications

Knowledge

• Banking background
• Basic bank products and services
• MS Office proficient

Skills

• Customer Focus - develop and sustain customer relationships and provide customer satisfaction
• Responsiveness anticipates client's concerns and feelings and communicates to clients in a caring manner; ability to empathize and adjust to client's frame of mind
• Analysis and Decision making - the ability to identify issues, gather and interpret information, generate solutions, take action
• Innovation and creativity - the ability to generate new solutions to improve services and the ability to search for solutions within his /her area of learned things
• Effective Communication Skills - clear, concise, accurate and complete information dissemination to customers (internal and external)
• Complaints Handling - acting with sense of urgency and consideration to client sensitivities in resolving issues
• Teamwork and collaboration work and actively participate as an efficient and productive member of the team.
• Interpersonal skills develop, maintain or strengthen partnership with coworkers and clients
• Accountability for results ensure high quality of work and take responsibility for outcomes (positive or negative) of one's work