Attends to technical problems/issues/incidents related to some Banking applications through onsite support, email, chat and phone.
Provides assistance in diagnosing Application problems and providing solutions to resolve a technical problem/issue/incident.
Applies troubleshooting techniques, tools and procedures to identify problems, investigate causes and recommend solutions to fix the problems/issues/incidents.
Gives advice to customers/users on how to fix the problems/issues/incidents.
Monitors problems/issues/incidents to ensure that these are completely resolved.
Assists in fulfilling ad-hoc and enhancement service requests by running reports, implementing the solution, performing system integration testing, and assisting users in performing user acceptance testing.
Mandatory Skills required à Java + SQL OR Hitachi eBworx TBS (transaction banking) product or eBworx Cash Management System
Must be local Malaysians only
Mandatory Skills required strong technical skills on Java + SQL and willing to do production support work.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases