Role Statement

The E-Channels Sales & Support Officer in the Corporate Division is responsible for addressing and resolving customer complaints related to the usage of electronic channels, providing training to corporate clients, and liaising with IT for offering technical troubleshooting support. The role requires strong communication skills, a solid understanding of digital banking platforms, and the ability to manage customer relationships effectively.

Key Responsibilities

• Handle and resolve customer complaints related to eChannels usage, ensuring timely and accurate solutions to enhance customer satisfaction
• Provide first-level technical support to corporate clients, diagnosing and resolving issues related to eChannel platforms
• Conduct training sessions for corporate clients and RMs to ensure they are well-versed in using eChannels effectively and efficiently
• Escalate complex technical issues to higher-level support teams or external vendors, as necessary, while ensuring timely follow-up and resolution
• Maintain clear and professional communication with clients during the resolution of complaints and technical issues, ensuring they are informed at every stage of the process
• Maintain detailed records of customer interactions, issues resolved, and training sessions conducted, ensuring proper documentation and reporting.
• Identify trends in customer complaints and technical issues and suggest improvements to eChannels or related processes to enhance service quality.
• Work closely with IT, Operations, and other relevant departments to ensure seamless issue resolution and continuous improvement of eChannel services.
• Ensure all customer complaints and technical issues are resolved within the agreed-upon SLAs, maintaining a high standard of service delivery.
• Collect and analyze customer feedback on eChannels, using insights to suggest enhancements and contribute to the development of new features.
• Stay updated with the latest developments in eChannels and digital banking, sharing knowledge and best practices with colleagues and clients.
• Adhere to the bank’s policies and procedures, ensuring all activities are conducted in compliance with regulatory requirements and risk management guidelines

Candidates Specifications

• Bachelor degree in Business Management, Computer Science or equivalent.
• 2 years of working experience in similar role with overall 5 years of working experience.
• Project Management, Financial Technology certifications are preferred