KEY RESPONSIBILITIES: 

• To provide customer support by configuring the system and user profiles for. Responsible for ensuring all documentation in place before handing over to processing team/s.
• To provide second level customer support to resolve operating problems experienced by the customer through investigations, rectifications and  phone support. The activities also include performing on-site/off-site training, trouble-shooting, through technical support and through close liaison with offsite support teams to resolve/ rectify issues.
• Responsible for developing local and cross-border intra-bank relationships  to ensure delivery of high standards of customer service to related client segments.
• Act as the Administrative operator for the department on channel related administrative set-ups (e.g. archival, storage).
• To manage day-to-day delivery of efficient client service and provide relevant MIS to all internal stakeholders.
• Responsibility for ensuring internal controls and procedures and in implementation & monitoring of the change management.
• Responsibility to log inquiries in the complaint management system and to track the same until closure.

SELECTION CRITERIA: 

• 3 years of banking experience, preferably in IT background.  
• Organized and detail oriented with ability to work under pressure.
• Ability to learn and support on customer service software applications.
• Effective interpersonal and communication skills.
• Good questioning, analytical and problem solving skills.
• Able to identify and manage risks such as transactional and operational risks etc.
• Intermediate level product/processes and channels knowledge will be an added advantage.
• Sensitivity towards people and ability to show compassion or empathy.