Analyst, Customer Service Specialist (Inbound), IBGO BusinessCare, Technology & Operations

Business Function Group Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels. Responsibilities:

• To answer all phone enquiries from customers on banking products, accounts and services in an effective and efficient manner.
• To understand customer's needs and provide solutions.
• To fulfil customer requests, ensuring total customer satisfaction .
• To adhere to established escalation procedure and ensure all escalated cases are picked up by a Team Manager or Resolution Specialist timely.
• To solicit customer feedback to understand problem trends and highlight them to the Team Manager & Operations Manager for discussion & improvement actions.
• Perform rotating shifts on 5-day work week, covering weekends and public holidays.
• To adhere to schedule of work & be available for deployment at short notice when on standby.

• Degree or Diploma qualification with some related experience in customer / client service or middle and back office operations in banking is preferred.
• Some knowledge of Remittances, Corporate Loans, Letter of Credit, Documentary Collections and Trade Financing is preferred but not mandatory.
• This role will give successful candidates the opportunity to learn about Corporate Banking products and services.
• Candidates with no related experience are also welcome to apply as long as you demonstrate a passion for delivering excellent customer service.
• Good listening skills with the ability to multitask.
• Patient, calm and passionate in assisting customers.
• Meticulous and resourceful.
• A fast learner with good problem-solving skills.
• Good communication skills in both written and verbal communication.
• Proficient in MS Office especially in Microsoft Word, Excel.