Customer Service Representative

Role & responsibilities:

Business Line: Transaction Banking Asia Pacific

Department: Client Service Desk

Main Objectives & Purpose:

Position Objective:

• Deliver a positive client experience and deepen client relationships through continuous client care, whilst being aligned to the banks objectives of ensuring efficiency and adhering to SOPs and controls.
• Promote revenue growth / retention through proactive engagement and advocating client needs and requirements.

Roles and Responsibilities:

• Primary point of contact to respond to clients request for information, service activities and problem resolution across a wide spectrum of TB products covering Cash Management, Loans, Deposits, FX, Accounts and the associated e-Banking channels and platforms.
• The CSR is responsible for full and satisfactory resolution of all client requests. To achieve this, he/she will need to:
• Closely coordinate with internal stakeholders to obtain the relevant information in order to provide a comprehensive response to a clients service request in a timely, accurate and client friendly manner.
• Further, investigate and identify the underlying root cause where appropriate.
• In addition, he/she may be required to perform additional tasks to support the business, such as:
• Proactively reach out to the client in support of bank initiatives / events and handle communications that are highly sensitive or complex in nature. 
• Provide support and undertake ad hoc projects as assigned.
• Contribute to business growth by cross selling bank products and services.

Technical:

• Preferably knowledge of TB products (Cash Management, Trade, Loans, Deposits, FX, and e-Banking channels)
• Experience in a client facing role
• Comfortable with technology and MS office tools
• Project and problem management
• Proficient in written and spoken English