Key Responsibilities:
Execute routine business-as-usual (BAU) tasks including document retrieval, preparation of customer communications, processing of PIN mailer requests, and updating relevant systems to ensure accurate and timely service delivery.
Respond to incoming requests from internal business units, law enforcement agencies, and legal firms in accordance with established procedures and service level agreements (SLAs), ensuring compliance and consistency.
Perform data entry and conduct control checks across designated systems to maintain high standards of data quality (includes data accuracy integrity) and operational reliability.
Monitor and follow up on exceptions, e.g., track returned customer mail, replacement card and PIN requests, and other related instructions, ensuring timely resolution in line with documented process guidelines.
Assist in the collection of operational data and generation of monthly reports, audit documentation, and performance metrics to support transparency and continuous improvement.
Perform sample validation and sorting of scanned records, escalating discrepancies to the Senior Specialist, Team Lead, or Head of Unit (HOU) for resolution
Liaise with internal teams and external vendors to facilitate document routing, archiving, and customer communication, ensuring seamless operational flow.
Uphold proper documentation and filing practices to ensure completeness, audit readiness, and compliance with internal control requirements.
Participate in ad-hoc assignments and department-wide initiatives such as user acceptance testing (UAT), template updates, and implementation of team-level changes to support innovation and adaptability.
Requirement
- Diploma and/or Bachelor's degree in Business Administration, Operations Management, or any related field
- Prior experience in the banking or financial services industry with exposure to operational or support functions is an advantage.
- Background in administrative support, data entry, customer service, or clerical roles is highly advantageous, demonstrating versatility and adaptability in handling diverse tasks.
- Proven ability to manage routine and repetitive tasks with a high degree of accuracy and attention to detail, contributing to operational reliability and compliance.
- Basic proficiency in Microsoft Office tools, including Excel and Word, to support documentation and reporting tasks.
- Comfortable managing high volumes of documents and performing routine tasks with precision and consistency.
- Demonstrated ability to follow standard operating procedures and comply with established control frameworks.
- Strong record-keeping habits and attention to documentation standards to ensure completeness and audit readiness.
- High attention to detail with the ability to work independently and deliver error-free outputs.
- Clear and professional communication skills to interpret team instructions and support customer documentation needs.
- Ability to prioritize tasks and manage time effectively to meet tight turnaround times and SLA commitments.
- A cooperative and team-oriented mindset, with a willingness to support colleagues during peak workload periods
