Snr Spclst, Gtb Customer

7 months ago

Kuala Lumpur, Malaysia RHB Banking Group Full time

Working Hour
- Regular Hours
- Monday - Friday- Business Area- Location
- Malaysia - Kuala Lumpur- Description

**Primary Objective**:

- Provide on-demand helpdesk support to customers and channels on REFLEX/cash MANAGEMENT related transactions, products or services
- Provide seamless, effective and timely delivering of customer resolution on issues received
- Collect and channel feedback to Product team & Central Process Improvement Circle for enhancement to improve customers’ experience & service delivery
- Lead/support merchant onboarding process - documentation, registration & maintenance.
- Execute required operational task and provide operational expertise to team

**Key Responsibilities**:

- Execute operational task that require functional expertise or skills
- Produce necessary output, in line with the objective of the team
- Provide feedback on key issues faced by both customers and teams
- Effective oral communication skill with in-depth knowledge in cash management products & services
- Good PROBLEM-SOLVING skills to resolve issues
- Able to handle complex/exceptional cases from various channels to ensure SMOOTH business/service delivery / sla.
- quickly & effectively provide customers with service solutions
- Familiar WITH tb CASH management services & products
- Good critical thinking skill to drive business process improvement and encourage innovation to continuously improve service delivery
- taking ownership of customer issues and following problems through effective resolutions.

bau activities
- Key liaison/FULLFILMENT between CCC, Group Operations, Group Technology & other stakeholders within TB for cash service issue related matters & initiatives
- Handle/manage customer & service delivery complaints related to TB cash product and services.
- assist circle lead in various ad-hoc bau & projects/initiatives (i.e. rcsa review, sla performance review, acs, tb product/service implementation).
- REFLEX system outage & time out transactions/incidents -responsible on the communication mode and management to impacted customer’s.
- Provide business/service support to internal & external customers on TB CASH MANAGEMENT related products & services/REFLEX developments
- assist circle lead on Tracking of volumes, SLA review/monitoring, and other customer delivery KPI.
- Involve/provide support in various TB service activities - i.e. work with Product, IT, PayNet, CCC on client service/delivery migration activities
- Review/analyze/investigate ftt transactions reported under the CBOP report/review by RHB Group Regulatory Reporting/BNM.
- Understand, comply & keep abreast with bank, compliance, risk, market regulations & policies related financial/banking operations and services i.e. PDPA, BAFIA, FEA, AMLA & more.
- Comply with TB internal procedures & policies that governs customer data protection & confidentiality.
- Drive positive customer experience through delivery of quality interaction, speedily & accurately, expedite resolution by defining/tracking TAT.
- Requirements

**Requirements**:
Diploma - MINIMUM DIPLOMA HOLDER.
- minimum 5 years experience in Transaction Banking, particularly in Client Services/INVESTIGATION/SUPPORT functionS for CASH MANAGEMENT.
- Expertise and capability of performing tasks relevant to the domain and delivering required output
- Good problem solving skills
- Ability to provide answers to impromptu questions
- Good communication skills (ability to communicate/collaborate with team members)
- Ability to be patient and actively listens to others, and understands others' views
- Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

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