Customer Service Officer - Banking Anti-Fraud (up to $4K / North-East)

About the role:
We are seeking a Customer Service Advisor to join our dynamic call centre team serving a leading client in the banking sector. In this full-time role based in the North-East Region, you will be responsible for providing exceptional customer service and support to our clients' customers through a range of communication channels.

Training programme details:

• There will be an initial 5-weeks paid training programme whereby you will be required to pass a On the Job Training, Role-Play,
• Theory Assessment (on different banking products/services/CRM System Usage/Business Processes) in order to be posted to your work teams (2 attempts given).
• Minimum attendance required (95%) in order to pass the training programme.

Shift Timing (Weekend shift)

• Working hours: 5 working days, 1 rest day and 1 off day per week / 42.5 hours per week

• Staggered shift hours: 8.5 working hours between 7AM to 10PM + 1-hour meal break in between

• Rest day and off day: Scheduled by client (1 weekday + 1 weekend, non-consecutive)

• Or otherwise advised by the client
  

Responsibility:

• Call centre environment and handle customer calls.
• Ensures highest standard of service delivery to our customers.
• Respond and react in a timely manner to escalate fraud / scam service request.
• Investigate transactions flagged as suspicious timely.
• Maintains confidentiality of the bank’s customers and data.
• Identifies and resolves customer issues and enquires received via calls platforms completely, accurately within the committed turnaround time and in accordance with Contact Centre standards to ensure contact handling accuracy and operational effectiveness.
• Providing support to scam victims (customers of the bank) / gathering evidence for scam report and escalating to relevant BU for touchpoint / investigation/ compensation within stipulated timeframe.
• Understanding fraud and scam terminology and methodologies.
• Advisory and prevention of bank's customers from scam / fraud related cases.

Requirements:

• Relevant work experience.
• Although preferred, previous experience in Call Centre, a financial services or Fraud setting is not essential. Our dedicated onsite Training team will provide you with a specifically designed training programme and support in your new role; and to enable you to develop and provide ongoing training for all team members.
• Ability to work on staggered shifts including weekends and Public Holidays to support Contact Centre service operations.
• Proficient in PC skills including MS Office applications.
• Excellent comprehension, communication, interpersonal skills and work etiquette.
• Multitasking, resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.