Associate Spclst, Customer
2 weeks ago
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 trade, cash and direct funders 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 trade, cash & direct funders related transactions or services
- Familiar with biller onboarding process and documentation
- Good problem solving skills to resolve issues/requests from customers
- Able to handle exceptional cases from various channels to ensure SMOOTH PROCESSING
- Good critical thinking skill to continuously improve service delivery
- Familiar WITH CASH, merchant acquisitions, trade finance, FSC, direct funders systems and processes to handle any issues / investigations
- Good critical thinking skill to drive business process improvement and encourage innovation to continuously improve service delivery
- Support biller onboarding on documentation, registration, maintenance and implementation
bau activities
- Liaise/work closely with Global Trade Center, Trade Finance Center, CBBC & other business units on all trade transactions related matters/inquiries.
- Lead/handle the GTB merchant on-boarding process (FPX, DD, JOMPAY, RHB Now), related enquiry, registration REQUEST, documentations & safe keep (audit purposes).
- Key liaison between CCC, Group Operations, Group Technology & other stakeholders within GTB for cash service issue related matters & initiatives
- Handle/manage client/service delivery complaints related to GTB cash/trade product and services.
- REFLEX system outage & time out transactions/incidents - lead party responsible on the communication mode to impacted customer’s.
- Attend various/ad-hoc meetings & councils - discuss/review issues related to client services/delivery, process, migrations & businesses.
- Provide business/service support to CCC on GTB cash related products & services/REFLEX developments
- Review GTB trade & cash related products/services & provide system/product/service improvements ideas.
- Track volumes, SLA, and other customer delivery KPI.
- Support BCP testing's, & other key risks exercise - i.e. Impact Analysis(BIA), RCSA update, KRI review & more under Circle TO3
- Involve/provide support in GTB migration activities - i.e. work with Product, IT, PayNet, CCC on client service/delivery migration activities
- Review/analyze/investigate REFLEX cash 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, FSA, FEA, AMLA & more.
- Comply with GTB 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 -.
- CASH/TRADE PROFESSIONAL ACCREDITATION [NOT MANDATORY/ADVANTAGE] I.E. SWIFT / CIT
MinimuM 3 years experience in Transaction Banking, particularly in Client Services/INVESTIGATION/SUPPORT functionS for Cash & Trade PRODUCT & services
- 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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