Associate, Specialist, Contact Centre, Consumer Banking Group Operations

Business Function

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 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

• Provide exceptional customer service and support to clients through the contact center, ensuring a seamless and positive experience
• Effectively handle a high volume of customer inquiries, complaints, and requests across various banking products and services
• Demonstrate strong problem-solving skills to identify and resolve customer issues in a timely and efficient manner
• Collaborate with cross-functional teams to gather and analyze customer feedback, identify areas for improvement, and implement solutions
• Continuously enhance your knowledge and skills to stay up-to-date with the latest banking products, services, and industry trends
• Contribute to the development and implementation of contact center strategies and initiatives to drive customer satisfaction and operational efficiency
• Leverage your expertise in contact center management and familiarity with AI-driven technologies to enhance the customer experience

Requirements

• Minimum 3-5 years of experience in a customer-facing role, preferably in a contact center or similar environment
• Demonstrated track record of delivering exceptional customer service and resolving complex issues
• Strong communication and interpersonal skills, with the ability to effectively interact with customers and cross-functional teams
• Proficient in data analysis and problem-solving, with the ability to identify trends and implement data-driven solutions
• Familiarity with contact center operations, including call handling, quality assurance, and performance management
• Proven experience in leveraging AI-driven technologies to enhance the customer experience
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

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