Handle customer-facing AML and account verification tasks including outbound calls, video identity checks, document verification, transaction review, complaint resolution, logging service requests, and escalating issues. Ensure accuracy, SLA adherence, and propose workflow improvements.
Responsibilities:
Business Performance and Management
- Handle all outbound calls / emails with professionalism
- Perform video call in a consistent and professional manner to prevent identity fraudulently
- Handle internal service enquiries
- Resolution of complaints within guidelines
- Logging of service requests, complaints and enquiries
- Ensure requests or investigations are completed appropriately and emailed out to other channels/departments within SLA
- Ensure superb follow-up and fulfil promises made to our customers
- Reviewing of transaction and filing of escalation memo whenever necessary
Service Delivery
- Verification of account opening documents
- Call customers to follow up on pending documents if any and explain product mechanics when necessary
- Review account opening applications within Service Level
- Review, maintain and check for completeness and accuracy of input data entry for account opening application and data enrichment
- Handle customer’s enquiries
- To continually propose and implement workflow and productivity improvements
Follow up Activities
- Resolution of complaints within guidelines
- Highlight of operational issues
- Logging of service requests, complaints and enquiries
Requirements:
Qualifications
- Diploma holder, and above
Relevant Work Experience
- Customer Service / Operations related experience, preferably from banking
Personal Skills (Soft Competencies)
- Self-motivated and strong in relationship building
- Positive work attitude and high degree of initiative and drive
- Excellent interpersonal and communication skills
CIMB Singapore Singapore Office
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