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23 Jul 2024

Officer, Customer Support (40001543)

Category:  Retail Banking Group
Job Type: 
Facility:  Retail Banking

Job Purpose

The job holder responsible for:
- Perform tasks assigned such as: aid in informing customers about suitable solutions, enhance customer engagement, in order to bring The best experience to customers.
- Ensure compliance and minimizes risks at the request of client

Key Accountabilities (1)

1. CUSTOMER SUPPORT: AID IN INFORMING CUSTOMERS ABOUT SUITABLE SOLUTION ENHANCING CUSTOMER ENGAGEMENT
- Perform tasks at the request of client: Receive information and assist in clarifying information that customers need to learn about products and services
- Perform tasks at the request of customers: Aid in informing about related products and services within the scope of work
2. ENSURE PRODUCTS & SERVICE QUALITY
- Perform tasks at the request of the Client accurately, completely, quickly and in a timely manner, ensuring the correct SLAs and service quality standards.
- Update information on products, processes/regulations, Marketing programs,  campaigns and instructions of Client in order to provide the best services to customers.
- Receive and handle customer requests and complaints in accordance with Client's regulations.
- Make recommendations to relevant departments to contribute to improving product, process and policy

Key Accountabilities (2)

3. SYSTEM: OPERATION COMPLIANCE và RISK MANAGEMENT
- Perform work in accordance with the Client's policies, procedures, regulations and instructions.
- Identify customer information as well as warning signs before, during and after customer transactions, ensuring compliance with Techcombank's processes and regulations and the law.
- Manage credit risk, operational risk on the assigned customer list in accordance with regulations and instructions of the bank
- Ensure compliance with Techcombank's policies and procedures.

Key Accountabilities (3)

3.  Perform other tasks as assigned by line manager

Key Relationships - Direct Manager

Line Manager

Key Relationships - Direct Reports

NA

Key Relationships - Internal Stakeholders

Teams inside and outside RBG

Key Relationships - External Stakeholders

Customers

Success Profile - Qualification and Experiences

Domain Expertise
- At least 03 years of experience in the banking sector.
- Proficient in using office software: word, excel, powerpoint.
Qualifications
- Graduated from a regular university, preferably in economics - finance - banking.
- English ability: Not Apply

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