SME & Household Relationship Support Officer (40001653)

Job Purpose

The person in charge of the position is responsible for:
- Support the implementation of providing services and ensure the quality of services for household business (hereinafter referred to as customers). Responsible for ensuring the completeness and accuracy of information according to partner's regulations.
- Ensure the implementation of assigned tasks such as: Support solution implementaion while enhancing customer engagement with products and services, in order to bring the best experience to customers.
- Ensure compliance strictly and risk mitigation according to partner's requirements.

Key Accountabilities (1)

1. TRANSACTION SUPPORT
- Support providing services to customers fastest with the best way.
- Always update regulations, customer service processes and instructions of partners
- Support resolving customer requests within authority.
- Ensure the accuracy of the work performed
- Receive customer opinions on products, processes, services, policies... to make recommendations to policy departments.

2. CUSTOMER SUPPORT: SUPPORT SOLUTIONS TO ENHANCE CUSTOMER ENGAGEMENT
- Support performing tasks according to the needs of partners, specifically: Receive information, support clarifying information that customers need to know about products and services or refer to relevant units to bring the best experience to customer
- Ensure support tasks impelementation according to customer requirements: Support providing information about related products and services within the scope of assigned work according to the assignment in each period.

Key Accountabilities (2)

3. PRODUCT & SERVICE QUALITY ASSURANCE:
- Support assigned tasks are accurate, fully, fast and timely, ensure accurancy SLAs and Service Quality standards
- Fully comply with service quality standards for the assigned position and other customer regulations for each period
- Update information on products, processes/regulations, Marketing programs, new supply campaigns and partner instructions from time to time to provide the best service
- Receive and resolve requests and complaints in accordance with customer regulations
- Make recommendations to relevant departments to contribute to improving product, process and policy issues from time to time.

Key Accountabilities (3)

4. OPERATION COMPLIANCE & RISK MANAGEMENT ACCORDING TO CUSTOMER REQUIREMENTS
- Perform work in accordance with policies, procedures, regulations, and instructions of partners
- Perform and ensure compliance with procedures, regulations of partners and laws.
- Manage legal risks and operational risks on the list of customers assigned to support in accordance with regulations and instructions of partners
- Comply with regulations on information security and information confidentiality.

5. Perform other tasks as assigned by superiors from time to time.

Key Relationships - Direct Manager

Team Lead, SME & Household Relationship Support

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Units of the Company and relevant partners

Key Relationships - External Stakeholders

Customers and Competitors, ...

Success Profile - Qualification and Experiences

Qualifications:
- College degree or higher is preferred (graduated in Banking, Economics is an advantage,....)

Professional Experience: 
- At least 03 years of experience in the field of customer services in the fields of cards, accounts, payment applications (e-wallet: Momo, VNPay) will be an advantage (but not required)