Officer, Transaction And Customer Support (40001602)

Officer, Transaction and Customer Support

Category: Retail Banking Group Job Type: Facility: Retail Banking

Job Purpose: The job holder is responsible for providing services and ensuring service quality for customers and ensuring the completeness and accuracy of information in accordance with Clients' regulations. Perform tasks assigned such as aiding in informing customers about suitable solutions, enhancing customer engagement, in order to bring the best experience to customers. Ensure compliance and minimize risks at the request of the client.

Key Accountabilities:

• Transaction Support: Aid in providing services to retail customers in the fastest and best way. Always update Client's regulations, procedures, and guidelines about customer service. Aid in dealing with customer requests within authority. Ensure the accuracy of transactions. Receive customers' opinions on products, processes, services, policies... to have recommendations for policy departments.
• Customer Support: Aid in informing customers about suitable solutions enhancing customer engagement. Perform tasks at the request of the client: receive information and assist in clarifying information that customers need to learn about products and services. Perform tasks at the request of customers: aid in informing about related products and services within the scope of work.
• Ensure Products & Service Quality: Perform tasks at the request of the client accurately, completely, quickly, and in a timely manner, ensuring the correct SLAs and service quality standards. Fully comply with service quality standards for the position of Teller and other regulations of the Client from time to time. Update information on products, processes/regulations, Marketing programs, campaigns, and instructions of Client in order to provide the best services to customers. Receive and handle customer requests and complaints in accordance with Client's regulations. Make recommendations to relevant departments to contribute to improving product, process, and policy.
• System: Operation Compliance và Risk Management: Perform work in accordance with the Client's policies, procedures, regulations, and instructions. Identify customer information as well as warning signs before, during, and after customer transactions, ensuring compliance with Techcombank's processes and regulations and the law. Manage credit risk, operational risk on the assigned customer list in accordance with regulations and instructions of the bank. Ensure compliance with Techcombank's policies and procedures.
• Perform other tasks as assigned by line manager.

Key Relationships:

• Direct Manager: N/A
• Direct Reports: N/A
• Internal Stakeholders: Teams inside and outside RBG
• External Stakeholders: Customers

Success Profile:

• Qualification and Experiences: Domain Expertise - At least 03 years of experience in the banking sector. Proficient in using office software: word, excel, powerpoint.
• Qualifications: Graduated from a regular university, preferably in economics - finance - banking. English ability: Not Apply