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JOB PURPOSE

Summary in one statement why your job exists; and how it contributes to the overall business of the company

To handle customer interaction from various channels pertaining to product and services, resolving them within the standards set.

 

ACCOUNTABILITIES

List the responsibilities that must be achieved and major activities that are to be carried out in order to achieve the key result areas.

Handle Customer Interaction

• Handle inbound telephone interaction for Conventional and Islamic Bank customers

• Handle inquiries or requests that are received via other electronic channels (emails or internet banking)
• Provide correct information and resolve problem efficiently within time frame.
• To avoid repeated mistake and to ensure that the Customer Experience delivered at the highest quality.
• Inquiry and request must be raise using case management with minimum error, within required timeline and customer information are protected.
• Handling Customer Complaints

Handle enquiries by applying the appropriate skills.

• Apply tact, patience (listening and empathy skills and practice professionalism when handling customer enquiries, problem or complaints).
• Exercise sound credit, customer service in accordance to the Bank objective, policies and guidelines.

Cross Selling

• Where there is an opportunity, cross sell existing Bank product and services

Support Services for:

• Credit, Debit and Bankcards

• Activation and blocking card request.
• To provide information to customer
• Open access for Overseas and CNP usage
• To protect customer information from 3rd party

• Retail Internet Banking and Corporate Internet Banking

• Token activation and blocking request
• Blocking Retail Internet Banking access

• CASA, Hire Purchase and Mortgage Account

• Provide correct information to customer
• Protect customer information from 3rd party

Contact Records and Log – In

• When on duty, you need to be ready at workstation at least 5 minutes before the Operating/shift hours.
• Update customer information in Virtual Banking call system
• Update all customer enquiries to maintain previous customer communication with Virtual Banking
• Complete daily logs/reports

Administrative/Other functions

• Complete daily logs/reports for reporting
• Undertake and administrative task delegated by Team Leader/Supervisor

Team Work / Improvement

• Actively participates in call quality process by receiving coaching and implementing suggested techniques and behavior
• Highlight customer’s perceptions and comments and suggest improvement
• Participate in team meeting or discussion by giving feedback and ideas
• Participate in team departmental project

Adherence to discipline, security, Virtual Banking and audit require requirement

• To meet Virtual Banking minimum call answer requirement
• Ensure service activities/deliver does not compromise security and audit requirement
• To adhere Virtual Banking rules and regulations
• Comply with policies, guidelines, procedures, SPIs and deviation if any are with approval from appropriate person in authority.
• To meet Virtual Banking KPI’s requirement.

Work off peak/flexible/shift hours as required

• Adherence to monthly schedule provide by Virtual Banking
• Virtual Banking have right to cancel and request the agent to come to work on Annual Leave or on Off Day if necessary.

SKILLS, KNOWLEDGE & PERSONAL CHARACTERISTICS & BEHAVIOUR

List the acceptance entry level requirements for the job, in terms of:

Qualifications and Work Experience

• Minimum - recognized diploma in any related fields Business Management, Marketing, Public Relations.
• Work experience in the financial or Virtual Banking industry is an advantage

Special Requirements/Skills and Knowledge

• Good communication skills in English and Bahasa Malaysia
• Able to converse in Chinese dialects is and advantage (preferable Mandarin or Cantonese)
• Have the basic knowledge of financial product and services

Personality Traits

• Pleasant personality with an open attitude

• Customer centric and a strong Team Player