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: Aiding in Informing Customers About Suitable Solutions and Enhancing Customer Engagement

• Perform tasks at the request of the 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 the client in order to provide the best services to customers.
• Receive and handle customer requests and complaints in accordance with the client’s regulations.
• Make recommendations to relevant departments to contribute to improving product, process, and policy.

Key Accountabilities (3)

1. System: Operation Compliance and 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.

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, or banking.
• English ability: Not Apply.