Client Care Executive

Client Care Executive

Optimum Solutions (Singapore) Pte Ltd
Kuala Lumpur Selangor
0 - 5 Years
Not Specified

Job Description

People
 Collaborate with the team members to achieve the common objective
 Display time flexibility towards shifts as per floor requirements
 Adhere to the work schedule as per assigned
Client Experience:
 Provide personalised client service of the highest level
 Handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions and unintentional disconnects
 To introduce and educate the customer of the self service/automated banking channels and help them use the services extensively
 Maintain prescribed quality levels and to convey right information to the customers and avoid mis-selling and complaints
 Building positive rapport with different types of clients over the phone
 Take appropriate actions to effectively control a phone call
 Apply the proper phone etiquette to satisfy various client situations
Frontline Experience:
• To attend the prescribed training sessions and improve the product knowledge and phone skills consistently
• Responsible to satisfy client and maintain good image/reputation for the organization
• Update the existing databases with changes and the status of existing / prospective clients
• Arrange for dispatch of products, information packages, brochures et al to clients
Revenue & Productivity:
• Educating client about the products and service offered
• Probed & identify financial needs on service calls and pitch relevant solutions in line with client charter.
• Ensure that S2S offer is pitched on at least 70% of eligible calls.
• Ensure all sales pitches are made without no mis-selling
• Additional point for Sales Palette markets – Use S2S palette to identify eligibility and register dispositions for analysis
• To achieve set Hot Leads production target if applicable
• Ensure continuous improvement in Productivity to the standards prescribed from time to time
• Support ongoing initiatives to enhance cross sell opportunities
Service Quality
 To achieve set targets in terms of service standards and client satisfaction scores for client inbound calls received
 To provide professional advice and alternatives/solutions to clients’ request and queries using knowledge of bank’s products and services
 To deliver world class phone-based quality service to clients across segments & markets on dedicated 24/7 hotlines
 To adhere to the mandatory compliance check on all inbound calls received & call-backs
 To be responsible for 100% of the follow up activities arising from customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc client survey, if any
Compliance Risk And Money Laundering Prevention Requirements
 To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
 Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
 Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
 Uphold the values of the group & company at all times
 Ensure compliance with all applicable rules / regulations and company group policies

“Optimum Solutions, a global technology company established in 1997 and specialized in full spectrum Software Solutions and Services. Our clientele includes major Fortune 500 organizations spanning across South-East Asia, China, India and US. Our projects and implementations primarily focus on BFSI, Manufacturing, Distribution, Technology and Healthcare verticals.

Opportunities abound when you work @ Optimum, a World-Class Software Solutions and Service Provider. Please visit www.theoptimum.net for more details.

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