- Location
- Kuala Lumpur, Malaysia
- Type
- Full-time
- Department
- Management
- Experience
- 3+ years
- Source
- Workday
Description
ABOUT US
We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.
We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.
We are a dynamic group looking to continuously improve the customer experience of our services by meeting and anticipating the client needs. Great team spirit, customer centricity and CI mindset are key elements you need to fit in the team. In this context, we are looking for a dynamic candidate to reinforce Joining Operations team.
What to Expect?
- Familiarity with Swift's products and services
- Familiarity with ordering processes is an asset
- OA tools, advanced Excel, Salesforce, SAP/ProAct knowledge
- Validate, input and process joining requests correctly, timely and accurately using the appropriate processes and applications
- Ensure customer information is maintained in an accurate and timely manner
- Resolve and document customer inquiries regarding the status of their request in a timely, efficient and professional manner in accordance with the service level agreement, key performance indicators and escalation procedures. Liaise with customers, team members and other departments to resolve most of the customers' problems and queries
- Identify opportunities for improvement to processes, procedures or tools
- Provide highest quality customer services with all internal and external parties
- Acquire operational, process and product knowledge to resolve customer inquiries and problems
Your critical mission as a highly motivated team player is:
- Being involved in new customer on-boarding activities, performing KYC and ensuring the customers are implemented timely onto the network
- Ensure our customers have the best experience when they decide to join Swift. Make sure we support and guide them through the joining process, making this process as easy as possible for them
- Provide highest quality customer services and support by complying with all internal and external procedures
- Follow the joining process from the original request from the customer, until the live activation on the Swift Network
- Process Non-connected and Branch codes requests, manage customers’ expectations and monitor inbox proactively
- Propose, develop and implement continuous improvement initiatives with the objective of decreasing our and customers' Total cost of ownership (TCO), and improve the customer experience
The ideal candidate will be:
- University degree or equivalent
- At least 3-5 years of experience in a multinational/ multilingual customer support environment within financial or IT/telecoms industry
- Customer focused and able to establish and maintain warm and supportive interpersonal relationships with internal and external customers
- Have knowledge or experience in KYC
- Stress resistance and ability to work independently are required, as well as analytical skills
- Ability to work in a structured, high volume, time-sensitive and high-risk environment
- Good communication skills
- Continuous improvement mindset is a must
- Dynamic, motivated, flexible, structured and well-organized candidate
- Self-driven wanting to make things happen
- Team player, who shares problems and solutions, pro-actively offers to help others
What we offer
We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.
We are committed to an inclusive and accessible recruitment process. If you require a reasonable accommodation related to accessibility during your application or interview, please contact [email protected] or indicate this in your application.
Please note that this mailbox is not monitored for general recruitment enquiries and should only be used for accessibility or accommodation-related requests (for example related to vision, hearing or neurodiversity).
All requests are confidential and will not affect your candidacy.
Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.