Service Associate

Kuantan, Pahang
Tetap
Sepenuh masa

7 hari lepas

About UOBUnited Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.Job DescriptionJob Summary:

Ensure compliance to all applicable policies, procedures and processes.
Responsible for the daily operational service of ATM/Branch machines including maintenance and upkeep of services provided by vendors or in-house team.
Handle customer’s enquiries via various channels such as walk-in, outbound calls, emails and letters.
Provide timely responses to customers’ queries and resolve issues within stipulated timeframes.
Proactively identify areas of improvement to enhance customer experience.
Perform any other duties as assigned by superior.

Responsibilities:
1. Operations & Services

Maintain daily operations of self-service terminals such as ATMs, Deposit Machines and POS devices.
Manage vendors who provide services related to the banking infrastructure such as ATM hardware and software, Card Personalization Centre, Cash Management, Cheque Processing Unit, Security and others.
Monitor service quality and performance against agreed service levels and take corrective actions when necessary.
Work closely with internal business units and external parties to resolve complex service requests and complaints.
Implement best practices for customer relationship management across multiple communication channels.

2. Customer Relationship Management

Develop a thorough understanding of products, services, promotions and processes offered by the bank.
Identify opportunities to improve service standards through feedback and analysis.
Resolve escalated customer complaints fairly and efficiently.
Adhere to service recovery guidelines when handling customer complaints.

3. People Development

Coach, mentor and train subordinates on product knowledge, systems applications and soft skills.
Promote teamwork and foster open communication among colleagues.
Encourage professional growth and development within the department.

Qualifications:

Degree holder in Information Technology, Business Administration or equivalent.
At least 5 years of working experience in a similar capacity in the financial industry.
Experience in managing people and projects.
Excellent leadership, interpersonal and problem-solving skills.
Ability to work independently and under pressure.
Strong organizational and multitasking abilities.
Proficiency in MS Office Suite and relevant banking systems.
Knowledge of ITIL process would be advantageous.

Additional RequirementsBe a Part of the UOB FamilyUOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.Apply now and make a Difference

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