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
