Job scopes

• Management of reported day-to-day digital customer issues to achieve customer satisfaction and friction less experience on our digital channels
• Perform troubleshooting, logging of incident tickets, support investigations and ensure timely closure of issues with Tech
• Perform and support activities such as providing timely customer communications and user training.
• Provide post-implementation support to ensure all issues are escalated and resolved in a timely manner.
• Liaise with touch points on customer resolutions and/or service recovery on timely manner.
• Provide investigation support, track and monitor of reported customer issues escalated from front-office.
• Ensure reported issues are resolved timely, and any critical issues are timely escalated /communicated to stakeholders.
• Work closely with front-office and technology team to provide detailed customer issue and information to assist them with timely investigation, impact assessment, resolution, and root cause analysis (RCA).
• Initiate periodic meeting with technology and business partners to review and follow up on all open production tickets relating to digital channel services.
• Collaborate with cross functional technology & business partners to help speed up resolution of complex issues.
• Collaborate with journey owners to resolve identified customer journey gaps.

Job requirements

• Degree in Marketing, Technology or any related discipline.
• Minimum 3 years' experience in the customer service and production support or banking industry preferably with good knowledge on retail products
• Experienced in digital channel management, gathering business requirement
• Good understanding of banking products and related processes
• Excellent communication skills with the ability to instantly connect with people and manage ongoing relationships for positive outcomes
• A positive attitude in the work
• Customer-centric and think out of the box
• Keen interest in emerging digital trends and how to apply them to improve our digital customer experience.
• Excellent and effective communicator.
• Ability to analyse and resolve problems with the use of data and customer feedback.
• Self-motivated with a good sense of ownership and accountability.
• Able to apply design and experience thinking

Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547

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