Job Summary
This role is to ensure channel maintenance and NTB customers are supported through timely, prompt and efficient support from the bank. This role also includes Cash Service Queries and Channels and managing the customer portfolio. Responsible for being able to serve onshore customers with the highest levels of service for their queries, complaint management and resolution of channel queries/support needs.
- Provide administrative support by accepting and arranging cross-channel (straight2bank) processing and configuration requests for products and related services for all
- Commercial, Commercial and Institutional Banking (CCIB) and Commercial Bank customers; including internal configuration e.g. for Client Access, test setup for TB
- Implementation, various internal operating unit setup related to SAT.
- Maintain SCB’s professional image through all interactions with customers and internal stakeholders
- Responsible for ensuring that all documentation is in place before handing over to GBS teams for processing for simple and complex installation and maintenance deployments.
- Track all configuration cuts in the unit in the home tracker and GEMS
- Management of referrals to configurations based on International and National DOIs
- Provide second-level customer support to resolve technical operational problems by performing diagnostics, troubleshooting, including telephone, email and training and on-site support,
- To ensure the proper approval process is followed when accepting configuration registrations, submit documents to GBS teams and file documents as described in the relevant DOIs.
- Support new and junior team members by assisting them in managing BAU through sharing knowledge about systems and processes
- Develop and maintain relationships with business stakeholders e.g. TB Implementation Managers, Product Managers, Relationship Managers, Service Managers and Customer Managers along with GBS Hub teams (different functions) for high intervention and ongoing support for all customers.
- Ensure discipline and risk management regarding customer confidentiality in all interactions via phone and email
- Ensure strict adherence to documentation and data confidentiality
- Implement/maintain recovery controls monitoring around vasco tokens and scripts
- Assistant Team Manager for handling / resolving first level escalations
- Increased time for SLA configuration or any other issues that remain with customers, internal stakeholders
- Functional services including: Service monitoring, heartbeat monitoring, lifecycle change management,
- Provide appropriate guidance and support to the Customer Services team in troubleshooting level 2 configuration investigations
- Highlight critical issues/errors to the team leader
- Familiar with BAU Service to provide backup support – systems, query handling and quality assurance system
- Support the digitization agenda through customer education, planning, speed dialing and troubleshooting support
- Make sure the team and stakeholders are aware and aware of improvements or changes
Customer support system update – communication, monitoring and coordination of improvements - Part of complaint handling unit to provide RCA, customer feedback and preventive measures
- Provide cross-border support to other markets where training/capacity requirements are required
- Provide customer training on Straight2Bank
- Timely reports and statistical feedback on BAU, plans, projects and ad hoc requests
- Promotion and compliance with the Service Business Development Plan (BCP) for maintaining adequate service delivery in crisis situations.
For the one who interested may follow the instructions below , The organization is believing in giving equal opportunity for the all who is interested in applying the job no fee is charged in this early stage
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