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Responsible for leading the vision and strategy of Card-Related products and projects from inception through the end-to-end customer journey, while ensuring product success by effectively planning, coordinating, and aligning the roles and contributions of all relevant teams.

I. KEY RESPONSIBILITIES

Daily Operations Management:

• Perform daily Customer Support and Branch Support activities related to Credit Cards, Debit Cards, and Prepaid Cards.
• Receive, record, and process customer inquiries, complaints, and service requests in accordance with established procedures.
• Create, update, monitor, and follow up on tickets in the Flowstax Ticketing System until resolution.
• Process card servicing requests, including card closure, refunds, card replacement, card renewal, and other related card servicing activities in accordance with established procedures.

Customer Service & Support Management:

• Provide accurate information and assistance to customers regarding Credit Card, Debit Card, and Prepaid Card products and services.
• Coordinate with relevant teams and follow up on customer issues to ensure timely resolution.
• Process customer requests within the established Service Level Agreements (SLAs).
• Record customer feedback and complaints and escalate them to the relevant personnel when necessary.

Process Compliance and Operational Support:

• Maintain the confidentiality and security of customers' personal information, records, and system data in accordance with the Bank's Data Privacy and Information Security Policies.
• Follow established Policies, Standard Operating Procedures (SOPs), and Service Guidelines in performing daily tasks.
• Prepare reports, maintain records, and update data related to Product Support operations.
• Provide relevant information and support process improvement activities as assigned.
• Coordinate with internal stakeholders to ensure smooth and efficient Product Support operations.

• Bachelor's degree in related field.
• knowledge of card product and resolution
• Strategic thinking to complaint resolution
• Strong analytical and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proven work experience in customer/call centre service team (2+ years of experience in a related area).