Executive, Fraud Hotline - Contact Centre & Customer Care (BIMB Solutions)

Summary:

Managing interactions from internal and external customers by providing accurate information and taking appropriate action based on information provided by customers in a clear, courteous, and professional manner. Agents are expected to deliver superior quality services aiming towards high customer satisfaction hence strengthening Bank Islam corporate image and brand value.

Duties and Responsibilities:

1. Attend to all inquiries, request, and complaints on scam, lost, stolen card & fraudulent transactions and other product & services via calls to Bank Islam Contact Centre.
2. To exercise sound & good judgement in making quality decision in relation to scam, lost, stolen card & fraudulent matter.
3. Manage daily individual productivity and to ensure meeting the requirement Key Performance Indicators (KPIs).
4. Timely escalation of case to Product Owners to ensure follows up on cases in accordance with the required time frame.
5. Record, escalate, reply & track complaints on product/services features and account related issues in the designated tracking system.
6. Manage and handle complaints in professional manner and respond to customer within the required timeline (Complaint Handling Management).

Requirements:

1. Excellent communication, interpersonal with good characteristics.
2. Good listening and problem-solving skills.
3. Be an assertive and innovative team player, highly independent, committed, self-motivated, resourceful and result oriented.
4. Good overall understanding on bank’s product and service.
5. Able to work under minimum supervision and assistance.