The ATM Operation Support is responsible for daily terminal service and cash replenishment as instruct by team lead. This role focuses on ensuring the ATM is to be online with cash available for customer. Daily ATM Services and Cash replenishment. Collaboration with vendor on ATM hardware service. Communicate with related team to ensure for card retain request matter within bank and MPU. CCTV and EJ Archive Log file backup issue and request by Dispute Team. Monitor for terminal status such as online/offline and cash level. Supporting to supervisor and manager for exceptional service, customer complain and any case for urgent as assign.
Job Purpose: The Customer Care Officer (SA) is responsible for delivering exceptional customer service and support to clients by addressing inquiries, resolving issues, and providing accurate information about company products and services. This role requires a customer-first mindset, excellent communication skills, and the ability to effectively handle complaints or difficult situations. Customer Support: Respond promptly and professionally to customer inquiries via phone. Provide accurate information about products, services, policies, and procedures. Assist customers in troubleshooting and resolving service-related issues. Complaint Resolution: Manage and resolve customer complaints in a timely and professional manner. Escalate complex issues to the appropriate departments when necessary. Follow up with customers to ensure satisfaction after complaint resolution. Account Management: Assist customers with account-related inquiries, such as updating personal details, checking balances, and resetting passwords. Handle requests for account freezing or termination when necessary, ensuring adherence to company policies. Customer Interaction: Maintain a positive, empathetic, and professional attitude towards customers at all times. Communicate clearly, ensuring customers fully understand company policies, products, and procedures. Other Responsibilities: Assist customers for their required services such as KYC updates, Cash-in/out, and payments through KBZPay necessarily. Standby for supporting all KYC update process as per instruction from Center Incharge and 2nd Center Incharge and update the data in Google Sheet correctly. Support to all administrative tasks necessarily. Perform any other tasks assigned by Center In-Charge and 2IC. Handle customer complaints and provide appropriate solutions to customers. Escalate to seniors for further assistance.
This role is responsible for assisting the Supervisor in managing day-to-day Territory Support operations to ensure effective handling of KBZPay-related queries, requests, complaints, and operational processes from Branches, KBZPay Centers, and internal stakeholders. The role supports operational monitoring, team coordination, service quality management, and timely issue resolution within defined SLA and operational standards. Support the Supervisor in overseeing day-to-day Territory Support operational activities. Monitor handling of KBZPay-related queries, requests, complaints, and ticket queues. Ensure timely resolution and close looping of cases within defined SLA. Support monitoring of team productivity, ticket quality, and operational accuracy. Coordinate with Branches, KBZPay Centers, and internal VC/Functions for issue resolution and operational support. Support escalation handling for urgent customer impact issues and operational risks. Assist in reviewing recurring operational issues and recommend process improvements. Support KYC correction requests, portal-related issues, and operational validations according to SOP. Guide and support Junior and Senior team members in daily operational activities. Assist in preparing operational reports, performance tracking, and management updates. Support shift planning, OT arrangements, onsite support, and business continuity activities. Participate in system enhancement, operational improvement initiatives, and process changes. Ensure compliance with operational procedures, internal controls, and risk management requirements. Perform any other duties assigned by the Line Manager.
Ayeyawady Division
4 day(s) ago
Job Purpose: The Customer Care Officer (SA) is responsible for delivering exceptional customer service and support to clients by addressing inquiries, resolving issues, and providing accurate information about company products and services. This role requires a customer-first mindset, excellent communication skills, and the ability to effectively handle complaints or difficult situations. Customer Support: Respond promptly and professionally to customer inquiries via phone. Provide accurate information about products, services, policies, and procedures. Assist customers in troubleshooting and resolving service-related issues. Complaint Resolution: Manage and resolve customer complaints in a timely and professional manner. Escalate complex issues to the appropriate departments when necessary. Follow up with customers to ensure satisfaction after complaint resolution. Account Management: Assist customers with account-related inquiries, such as updating personal details, checking balances, and resetting passwords. Handle requests for account freezing or termination when necessary, ensuring adherence to company policies. Customer Interaction: Maintain a positive, empathetic, and professional attitude towards customers at all times. Communicate clearly, ensuring customers fully understand company policies, products, and procedures. Other Responsibilities: Assist customers for their required services such as KYC updates, Cash-in/out, and payments through KBZPay necessarily. Standby for supporting all KYC update process as per instruction from Center Incharge and 2nd Center Incharge and update the data in Google Sheet correctly. Support to all administrative tasks necessarily. Perform any other tasks assigned by Center In-Charge and 2IC. Handle customer complaints and provide appropriate solutions to customers. Escalate to seniors for further assistance.
The role is responsible to ensure the quality, accuracy, and compliance of tickets handling by Level 2 ticket handling team escalated via Bank Branches by conducting systematic QA reviews, providing actionable feedback, identifying risks and control gaps, and ensuring adherence to SOPs and regulatory standards and supporting continuous improvement in operational performance. Monitor tickets handled by Level 2 TSO team via Branches and ensure all the steps are followed and handled well. While QA Checking, suggest recommendations about current process or procedure from quality and risk prospective. Provide the finding analysis and insights. Audit report to management on operation process compliance and maintain Quality score. Provide structured and clear feedback to ticket handling officers. Prioritise high, medium low risk operational risk aspects and work on mitigation. Recommend preventive actions and process improvements. Conduct regular internal audit on operational processes from product/process/regulatory prospective. Cross-Department Collaboration & sharing QA Findings to related team. Highlight process failure reasons and plans to eliminate process gaps. Support continuous improvement initiatives for Level 2 Ticket handling quality.
Job Purpose: The 2 nd Center-in-Charge, as well as the Center-in-Charge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance. Center Management: Oversee the daily operations of the center, ensuring all activities are carried out efficiently and effectively. Monitor and ensure that service standards are maintained at all times. Maintain a high level of customer satisfaction by addressing customer needs and concerns promptly. Operational Efficiency: Ensure that the center’s resources are utilized efficiently to meet organizational objectives. Monitor and report key performance indicators (KPIs) such as customer flow, service times, and productivity. Identify opportunities for process improvements and implement best practices. Compliance & Reporting: Ensure that the center adheres to all of the policies, regulations, and legal requirements. Maintain accurate records and prepare necessary reports on the center’s performance. Ensure the timely submission of all operational reports and updates to Operation Management. Customer Relations: Handle customer inquiries and resolve any issues or complaints in a professional and timely manner. Foster a customer-centric environment within the center. Conduct regular feedback sessions with customers to improve service delivery. Financial Management: Manage the center’s budget, ensuring expenses are within the allocated limits. Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner. Other Responsibilities: Establish business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services. Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together. Monitor and handle fixed assets at the center and prepare the damage facility reports. Conduct check, recheck and counter checks on all KYC update forms signed by 2IC. Lead and take responsibilities to drive centers’ performance on all products and services.
Job Purpose: The Customer Care Officer (JA) is responsible for delivering exceptional customer service and support to clients by addressing inquiries, resolving issues, and providing accurate information about company products and services. This role requires a customer-first mindset, excellent communication skills, and the ability to effectively handle complaints or difficult situations. Provide professional customer support by responding to inquiries and assisting with KBZPay services. Handle customer issues and complaints promptly, escalating complex cases to senior staff when required. Support customer transactions including KYC updates, cash-in/cash-out, and payment services. Assist with administrative tasks and maintain accurate customer and operational records. Communicate clearly and maintain a positive, customer-focused attitude at all times. Working Days, Hours and contract tpye : Work from Monday to Friday; Saturdays, Sundays, and public holidays are non-working days Adhere to official working hours from 10:00 a.m. to 4:00 p.m Employment will be on a one-year contract basis
Job Purpose: The Center-in-Charge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance. Operational Management Oversee and manage the daily operations of the mobile center, ensuring efficiency in all processes. Ensure that all company policies and procedures are followed. Maintain high standards of cleanliness and organization within the center. Customer Service Provide excellent customer service by addressing customer inquiries, resolving issues, and handling complaints promptly and professionally. Train and coach staff to offer top-tier service to customers. Monitor and improve customer satisfaction levels through proactive engagement. Staff Supervision & Development Supervise and manage the performance of all mobile center staff. Schedule shifts and assign tasks, ensuring appropriate staffing levels at all times. Conduct training sessions for staff to enhance their knowledge, skills, and service quality Perform regular performance reviews and provide feedback for improvement. Inventory & Stock Management Ensure adequate stock levels of products and services offered at the mobile center. Coordinate with suppliers and the inventory team to maintain the timely availability of products. Perform regular stock checks and audits, ensuring proper documentation and control. Sales & Revenue Management Monitor sales performance and identify areas for improvement. Work with marketing and sales teams to implement strategies to increase sales and meet revenue targets. Handle cash management, including daily sales reconciliation and deposits. Reporting & Analytics Prepare and submit regular reports on operational performance, sales, and customer feedback to the management team. Analyze data to identify trends, areas for improvement, and opportunities for growth. Other Responsibilities: Center In-charge is not permitted to take two consecutive days off within a week. Manage the center’s budget, ensuring expenses are within the allocated limits. Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner. Establish and maintain business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services. Collaborate with the KBPay Center Business Unit to implement the Customer Loyalty Program by compiling a list of the customers who receive the most service at the center and Special Service / Corporate Service (more to be discussed). Collaborate with the Business Development Team to carry out Communication and Corporate Function processes to improve the image of the center and to carry out further activities. Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together. Plan and prepare duty rosters for staff members in center on 25th of every month for following month. For urgent and emergency matters, communication must be done through phone conversation and report back to regional manager details later in email.
Job Purpose: The Center-in-Charge is responsible for the overall operations and management of the center effectively and efficiently, ensuring smooth functioning and achieving performance targets. This includes managing the staff, providing excellent customer service, maintaining operational efficiency, and adhering to company policies and procedures. This position leads and performs to drive and achieve the targets for all products and services in centre by following properly fully compliance of SOP, Fraud Management and Quality Assurance. Operational Management Oversee and manage the daily operations of the mobile center, ensuring efficiency in all processes. Ensure that all company policies and procedures are followed. Maintain high standards of cleanliness and organization within the center. Customer Service Provide excellent customer service by addressing customer inquiries, resolving issues, and handling complaints promptly and professionally. Train and coach staff to offer top-tier service to customers. Monitor and improve customer satisfaction levels through proactive engagement. Staff Supervision & Development Supervise and manage the performance of all mobile center staff. Schedule shifts and assign tasks, ensuring appropriate staffing levels at all times. Conduct training sessions for staff to enhance their knowledge, skills, and service quality Perform regular performance reviews and provide feedback for improvement. Inventory & Stock Management Ensure adequate stock levels of products and services offered at the mobile center. Coordinate with suppliers and the inventory team to maintain the timely availability of products. Perform regular stock checks and audits, ensuring proper documentation and control. Sales & Revenue Management Monitor sales performance and identify areas for improvement. Work with marketing and sales teams to implement strategies to increase sales and meet revenue targets. Handle cash management, including daily sales reconciliation and deposits. Reporting & Analytics Prepare and submit regular reports on operational performance, sales, and customer feedback to the management team. Analyze data to identify trends, areas for improvement, and opportunities for growth. Other Responsibilities: Center In-charge is not permitted to take two consecutive days off within a week. Manage the center’s budget, ensuring expenses are within the allocated limits. Ensure that billing, payments, and financial transactions are conducted accurately and in a timely manner. Establish and maintain business relationship with branch managers, super agents and retail agents for cash allocations and cash-out services. Collaborate with the KBPay Center Business Unit to implement the Customer Loyalty Program by compiling a list of the customers who receive the most service at the center and Special Service / Corporate Service (more to be discussed). Collaborate with the Business Development Team to carry out Communication and Corporate Function processes to improve the image of the center and to carry out further activities. Share knowledge and best practices within the team to develop new employees and ensure continuous improvement; Consultations and negotiations must be carried out together. Plan and prepare duty rosters for staff members in center on 25th of every month for following month. For urgent and emergency matters, communication must be done through phone conversation and report back to regional manager details later in email.