Customer Service & Investigations Analyst  

Key Responsibilities

1. Responds to messages, comments and reviews in a professional and timely manner
2. Monitors and reports feedback and online reviews regularly
3. Ensures that all complaints are handled properly and fulfilled according to our standard turnaround time
4. Analyses the current scenario of a customer concern, locate, and highlight certain issues which requires immediate response, and tracks that critical problem, monitor it appropriately, and manage the escalating situation
5. Assures availability if a problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation
6. Coordinates with Marketing, PR and Communications teams to ensure brand consistency
7. Liaises with Products, Business Development, MBE department to stay updated on new products and features
8. Builds professional relationships with customers, industry professionals and journalists
9. Ensures familiarity with the policies and procedures
10. Communicates accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedures

Qualifications

• College graduate with at least 2 to 3 years of either contact centre, email or social media customer service experience, preferably in a banking or financial services environment.
• Handled banking-related customer service via call and email, such as deposit accounts, personal loans, and general customer service queries

Required Competencies and Skills

• Strong communication skills
• Strong analytical and investigative skills
• Strong problem-solving skils
• Superior customer service orientation
• Data management skills
• Superior sense of urgency
• Excellent critical thinking skills