Contact Center Fulfillment Senior Officer

Company: 3801 UOB Vietnam

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

About the Department

The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralising and standardising technology systems as well as banking operations in Singapore and overseas branches.

Job Responsibilities

• To handle customer complaints, and solve the problem with prompt, accurate and courteous reply.
▪ Completely and accurately record all client issue and resolution details for appropriate senior level awareness
▪ To be a voice of customer and act as point of escalation for team concerns / client complaints issues to be fed back by related stakeholders
▪ Escalate all critical customer impacting issues to Team Leader and management as required
▪ Monitor, track and analyze complaints, make recommendations on trends and work with cross functional parties for improvements that will reduce volume and pattern of complaints and improve quality of service
▪ Proactively identify problems that may arise for client’s accounts and interface with Operations and Technology to propose solutions
▪ To meet the indicators and standards of Complaint Management set by management.
▪ Be able to perform formal letter sending out to customer’s requests following standard template.
▪ Provide information on services offered by the bank to enhance customer relationships.
▪ Provide professional, friendly, and high-quality customer service for each point of contact with the customer.
▪ Identify and respond to customer needs accordingly.
▪ Able to consistently communicate in a positive and enthusiastic manner, while handling customer complaints in an assertive manner.
▪ Provide optimum service to all customers by answering inquiries and resolving complaints effectively with the aim of projecting a professional image.
▪ Ensure effective and timely follow-up as promised to customers.
▪ Flexible to the changes of work at any time if the management needs.
▪ Other tasks assigned by the supervisor and the management.

Job Requirements

▪ Excellent interpersonal and communication skills with good command of written and spoken English.
▪ Strong in customer service skills. A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous, and analytical and able to multi-task.
▪ Good understanding of UOBV customers, product, and services.
▪ Working knowledge of specialized products, systems, and services.
▪ Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word, and fax.
▪ High level of listening and comprehension skills. Able to probe for required information from customer
▪ Assertive and able to manage in situations where there may be limited information.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a Difference