First point of contact for enquiries received from high revenue clients via email or phone channel. Responsible for reading, analyzing and/or determining appropriate handling and resolution of enquires. Requests consist of treasury and cash management products. May work with internal business partners to provide resolution to client enquiries, issues, and/or technical support.
To service, advise, support and manage portfolio of Global Treasury Services MNC and Middle Market clients by providing professional, courteous and high quality customer service in all aspects of domestic, international and cash management services.
Provide resolution for requests received via phone or email in a timely/accurate manner in accordance with Service Levels
Interact continuously and deepen relationships with internal business partners as well as clients to further enhance client delight;
Conduct limited research and respond to client and be able answer questions and enquiries;
Utilize the various bank systems to support client requests. Undertake regulatory remediation and ensure closures within designated timelines
Provide consistent service and keep clients informed on status of all outstanding enquiries
6-8 years Client Service experience (preferably within an international/domestic payments banking environment-corporate banking experience / alternatively retail banking experience)
Working knowledge of treasury and cash management services
Proficiency in written (including grammar and spelling) and verbal communications
Good typing and PC skills (Windows, Word, Excel, Powerpoint (an advantage),MS Office) with an ability to navigate multiple computer systems while interacting with the customer
Ability to analyze and resolve customer enquiries
Experience in the Banking/Financial industry
Experience working in a call center
Good interpersonal and problem solving skills
Ability to engage with customers, begin a conversation, build rapport, and handle objections
Ability to work in high pressured environment and meet tight deadlines
Ability to build strong client relationships
Flexibility with hours/overtime as and when required
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