Senior Executive, Alternate Channel Engagement

2 weeks ago


Subang Jaya Selangor, Malaysia Alliance Bank Malaysia Berhad Full time 80,000 - 120,000 per year

YOUR MISSION:

Operational Excellence

  • Respond to customer inquiries within SLA through digital channels, ensuring accuracy and compliance.
  • Follow SOPs to maintain consistency and quality in interactions.
  • Manage multiple conversations and escalate unresolved issues appropriately.

Service Quality

  • Adhere to internal QA benchmarks including grammar, tone, professionalism, and compliance.
  • Avoid errors that could lead to customer complaints or financial/reputational risk.
  • Communicate feedback and operational gaps for service improvement.
  • Stay updated on promotions, products, and processes.
  • Act as a role model and champion the department's service vision.

Career Development

  • Coach and mentor new hires.
  • Participate in job rotation for self-development.
  • Collaborate with Unit Head to identify training needs.
  • Foster a positive team environment.

Compliance & Risk Management

  • Maintain confidentiality and comply with PDPA, PCIDSS, and internal policies.
  • Adhere to SOPs and regulatory requirements.
  • Escalate compliance gaps and participate in Business Continuity Plan.

WHAT WE NEED FROM YOU:

Skills

  • Effective time management
  • Sound decision-making and escalation
  • Receptive to coaching
  • Clear communication of solutions
  • Strong interpersonal skills
  • Professional and customer-oriented attitude
  • Team collaboration

Knowledge

  • Strong business writing and communication skills
  • Computer literacy and accurate typing
  • Intermediate social media contact management

Experience

  • Fresh graduate from any discipline or diploma holders with related experience
  • Minimum 2 years in Contact Centre or related field


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