Customer Care Specialist

Posted 11 August 2022
Salary 50-60K
Job type Permanent
DisciplineFinancial Services
ContactShirley Tan

Job description

The Role Responsibility:
  • Using the preferred channel to communicate and provide responses where appropriate to general or account-related enquiries initiated by customer.
  • Handle simultaneous channel responses, including in-app chat, web form, and voice hotline.
  • Ensure timely documentation, classification, customer acknowledgement, and follow-up actions for all cases according to the relevant policies and procedures.
  • Identify the main reason for calling, document the situation accurately, and route cases to relevant parties (e.g. risk, fraud, onboarding, ops) to help resolve the issue.
  • Timely communication with customers in relation to their cases and escalate issues to managers
  • Customer Due Diligence
  • Product Service Escalation
  • Banking Compliance and Regulation
  • Being a local focal point for SOC, ensuring MSSP SOC and MDR integration is smooth and seamless
  • .SIEM Engineering - building SIEM use cases, detections and playbooks, developing and managing integrations.
  • L1/L2 monitoring, to review and maintain effective SLAs and SLIs.
  • Graduate with 2-5 years of Customer Service experienc, ideally in Financial institutions or high growth start-ups.
  • Experience in complaints handling in a high-volume environment.
  • Good understanding of Banking and Financial products.
  • Strong written and communication skills.
  • Good understanding of the Bank’s Control Framework and Governance Structure preferred