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The Business Support Hotline officer is a key member in the Client Service Network (CSN) team. He/she is responsible to provide support for account opening and account modification queries for Singapore Booked Portfolios from all Front members via phone and/or e-mail. He/she has to analyse and answer/handle the enquiry/request from Front members, as well as collaborate with subject matter experts from other units in the Bank, who are providing second level support.
YOUR CHALLENGE
Stakeholder / Client Management
First point of Contact for all queries in relation to account opening and account modification for Singapore Booked Portfolios
Perform preliminary checks of account documentation and identification documents for legal entities and complex individuals
Act as Subject Matter Expert to prepare and develop tools, checklists and other aides to support the account opening and account modification process for Singapore Booked Portfolios
General
Maintain the knowledge database of Business Support Hotline Team.
Document and maintain the Front members requests/enquiries received in the Banks ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner
Analyse and answer/handle the enquiry/request from Front members, as well as collaborate with subject matter experts from other units in the Bank, who will provide second level support
Ensure activities performed are in compliance with relevant regulations and internal policies
Perform Independent Call Back to clients for High Risk Transactions as a form of anti-fraud deterrence
Strong commitment to quality service and a desire to drive innovation and continuous process improvement initiatives
Support any ad-hoc tasks / requests as assigned from time to time
Regulatory Responsibilities &/OR Risk Management
Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations
RANK APPLICABLE TO THE POSITION
Associate Manager / Associate Director
YOUR PROFILE
Personal and Social
Communication talent i.e. confidently leading a discussion, managing conflict situation, efficient and goal oriented communication style
Meticulous and efficient working style
Ability to work under pressure
Able to work with minimal supervision and a team player
Proactive, hands-on and solutions-oriented
Good analytical and problem solving ability
IT savviness
Professional and Technical
Degree with at least 5 years of related banking working experience
Experienced in working with Clients, Relationship Managers, Banking Operations, Legal/Compliances, and other stakeholders within a Bank
Previous experience in Client Documentation functionality is preferred
Previous experience in managing a small team or deputizing for the Team Lead is also preferred
Previous experience in call centre and/or call back experience is an advantage
Good understanding of Banking and Financial Products
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