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The Business Support Hotline officer is a key member in the Client Service Network (CSN) team. He/she is responsible to provide support for account opening and account modification queries for Singapore Booked Portfolios from all Front members via phone and/or e-mail. He/she has to analyse and answer/handle the enquiry/request from Front members, as well as collaborate with subject matter experts from other units in the Bank, who are providing second level support.

YOUR CHALLENGE

Stakeholder / Client Management

• "First point of Contact" for all queries in relation to account opening and account modification for Singapore Booked Portfolios
• Perform preliminary checks of account documentation and identification documents for legal entities and complex individuals
• Act as Subject Matter Expert to prepare and develop tools, checklists and other aides to support the account opening and account modification process for Singapore Booked Portfolios

General

• Maintain the knowledge database of Business Support Hotline Team.
• Document and maintain the Front members' requests/enquiries received in the Bank's ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner
• Analyse and answer/handle the enquiry/request from Front members, as well as collaborate with subject matter experts from other units in the Bank, who will provide second level support
• Ensure activities performed are in compliance with relevant regulations and internal policies
• Perform Independent Call Back to clients for High Risk Transactions as a form of anti-fraud deterrence
• Strong commitment to quality service and a desire to drive innovation and continuous process improvement initiatives
• Support any ad-hoc tasks / requests as assigned from time to time

Regulatory Responsibilities &/OR Risk Management

• Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations

RANK APPLICABLE TO THE POSITION

• Associate Manager / Associate Director

YOUR PROFILE

Personal and Social

• Communication talent i.e. confidently leading a discussion, managing conflict situation, efficient and goal oriented communication style
• Meticulous and efficient working style
• Ability to work under pressure
• Able to work with minimal supervision and a team player
• Proactive, hands-on and solutions-oriented
• Good analytical and problem solving ability
• IT savviness

Professional and Technical

• Degree with at least 5 years of related banking working experience
• Experienced in working with Clients, Relationship Managers, Banking Operations, Legal/Compliances, and other stakeholders within a Bank
• Previous experience in Client Documentation functionality is preferred
• Previous experience in managing a small team or deputizing for the Team Lead is also preferred
• Previous experience in call centre and/or call back experience is an advantage
• Good understanding of Banking and Financial Products

We are looking forward to receiving your full job application through our online application tool. Further interesting job opportunities can be found on our Career site.

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