E-Channel Service Center Officer (Call Centre Agent- 6 Mths Contract)

Position - E-CHANNEL SERVICE CENTER OFFICER (6 mths contract for maternity cover) My client is a top tier Private Bank. ROLE PROFILE: The E-Channel Service Center officer is a key member in the Client Service Network (CSN) team. He/she is responsible to provide first level Digital Platform support by phone and/or e-mail to Clients. He/she has to analyze and answer/handle the Client’s enquiry/request, as well as collaborate with colleagues from other units in the Bank who are providing second level support for the Bank Digital Platform. KEY FEATURES • “First Contact” for Singapore and Hong Kong booked Clients regarding the Bank’s Digital Platform. • Analyse and answer/handle the client’s enquiry/request, as well as collaborate with colleagues from other units in the Bank who will provide second level support. • Perform independent verification of client’s instructions • Perform Independent Call Back to clients for High-Risk Transactions as a form of anti-fraud deterrence • Co-ordinate & ensure smooth and timely delivery of client’s instructions/documents between two processing locations (SG and HK) • Process Closure of Accounts and all their related requests • Support quarterly Periodical Fee processing • Perform Signature Verification for non-account life cycle related documentation • Process new, renewal or termination of Bankers Guarantee for credit card clients • Assist to prepare quarterly updates of the Bank’s Authorized Signatory List to various counter parties • Prepare Audit Confirmation & Custody Declaration for clients’ auditors and external asset managers (EAM) respectively • Maintain the knowledge database of the E-Channel Service Centre. • Document and maintain the Client’s requests/enquiries received in the Bank’s ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner. • Act as Subject Matter Expert for a specific focus area e.g. Authentication, Trading, Payments etc. • Ensure activities performed …