ROLE PURPOSE 

As a Banking Customer Service Team Lead, your role is to oversee and manage a small team of customer service specialists who provide support to customers in the service center.

Primary Responsibilities

• Team Management: Responsible for supervising and coordinating the activities of the banking customer service team, developing and monitoring the performance of individual team members. 

• Customer Experience Enhancement: Implementing the service center strategies to improve the overall customer experience and satisfaction levels. 

• Customer Relationship Management: Build and maintain strong relationships with key customers, identifying opportunities for upselling and cross-selling banking products and services. 

• Customer Complaints Resolution: Handling escalated customer issues to provide guidance and support to team members to ensure timely and satisfactory resolution of customer complaints. 

• Banking Product and Service Knowledge: Ensure that the customer service team has in-depth knowledge of all banking products and services offered by the bank. 

• Account Operation: Check and validate the account operation process and other cross-functional processes on digital banking system in accordance with the YOMA Bank SOP & Instructions. 

• Communication and Collaboration: Effective communication is essential to maintain open lines of communication with your team, other departments, and management.  

• Fraud Prevention: Responsible for identifying and preventing potentially fraudulent activities that may occur within the customer service team's operations and need to ensure that your team is trained to identify and escalate any suspicious activities to the relevant department for investigation. 

• Compliance and regulatory requirements: Must adhere to strict compliance and regulatory requirements to ensure that all their actions are ethical, legal, and in compliance with banking regulations. 

• Bachelor's degree in finance, business, economics, or a related field. 

• Minimum 3 years of customer facing experience in banking, financial institutions. 

• Ability to work on assign duty roster.  

• Expertise in branch banking operation and banking products. 

• A customer-centric approach with a focus on providing exceptional service to clients. 

• Good knowledge of local regulatory environment & various banking products. 

• A strong work ethic and a commitment to ethical and professional behavior. 

• Good interpersonal relationship with internal and external customers, with a willingness to help. 

• Positive attitude with the growth mind set. 

• Able to adapt to a fast-changing environment. 

• Strong analytical and problem-solving skills. 

• Excellent communication skills (written, spoken, email, PowerPoint). 

• Efficient execution of assignments within a short time frame. 

• Ability to communicate in English shall be advantage (written and spoken).