Officer, Transaction and Customer Support (40001602)

Job Purpose

• Provide services and ensure service quality for customers, ensuring the completeness and accuracy of information in accordance with the Client's regulations.
• Perform tasks assigned such as aiding in informing customers about suitable solutions, enhancing customer engagement, in order to bring the best experience to customers.
• Ensure compliance and minimize risks at the request of the client.

Key Accountabilities (1)

1. TRANSACTION SUPPORT

• Aid in providing services to retail customers in the fastest and best way.
• Always update Client's regulations, procedures and guidelines about customer service.
• Aid in dealing with customer requests within authority.
• Ensure the accuracy of transactions.
• Receive customers' opinions on products, processes, services, policies... to have recommendations for policy departments.

1. CUSTOMER SUPPORT: AID IN INFORMING CUSTOMERS ABOUT SUITABLE SOLUTION ENHANCING CUSTOMER ENGAGEMENT

• Perform tasks at the request of client: Receive information and assist in clarifying information that customers need to learn about products and services.
• Perform tasks at the request of customers: Aid in informing about related products and services within the scope of work.

Key Accountabilities (2)

1. ENSURE PRODUCTS & SERVICE QUALITY

• Perform tasks at the request of the Client accurately, completely, quickly and in a timely manner, ensuring the correct SLAs and service quality standards.
• Fully comply with service quality standards for the position of Teller and other regulations of the Client from time to time.
• Update information on products, processes/regulations, marketing programs, campaigns and instructions of Client in order to provide the best services to customers.
• Receive and handle customer requests and complaints in accordance with Client's regulations.
• Make recommendations to relevant departments to contribute to improving product, process and policy.

Key Accountabilities (3)

1. SYSTEM: OPERATION COMPLIANCE & RISK MANAGEMENT

• Perform work in accordance with the Client's policies, procedures, regulations and instructions.
• Identify customer information as well as warning signs before, during and after customer transactions, ensuring compliance with Techcombank's processes and regulations and the law.
• Manage credit risk, operational risk on the assigned customer list in accordance with regulations and instructions of the bank.
• Ensure compliance with Techcombank's policies and procedures.

1. Perform other tasks as assigned by line manager.

Key Relationships - Direct Manager

Key Relationships - Direct Reports

Key Relationships - Internal Stakeholders

Key Relationships - External Stakeholders

Success Profile - Qualification and Experiences

• At least 03 years of experience in the banking sector.
• Proficient in using office software: Word, Excel, PowerPoint.

• Graduated from a regular university, preferably in economics, finance, banking.
• English ability: Not Apply.