Executive, Customer Experience Cards

AFFIN Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services provider in Kuala Lumpur seeks individuals to manage customer service tasks, including card cancellations, handling complaints, and facilitating corporate queries. The role involves performing various daily responsibilities, ensuring customer satisfaction, and undertaking additional tasks as directed. Ideal candidates will contribute to service excellence in a dynamic banking environment.

Responsibilities

• Perform Anti-Attrition for customers’ request for card cancellation.
• Attend daily tasks such as Card Replacement and Statement Retrieval.
• Resolve customer complaints received from Customer Care & Quality.
• Handle issuance of corporate cards and queries from corporate customers.
• Attend installment plans from third parties like Pinelab.
• Perform daily bulk upload submissions.
• Attend UAT testing and process improvement tasks.

Job description

Create the future with Affin! You too can make a difference.

We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference.

Responsibilities

• Perform Anti-Attrition for customers’ request for card cancellation through Contact Centre (CMS), Branches, CCQ or CCR team.
• Attend other daily task such as Card Replacement, Statement Retrieval, Update Customer Information, Rewards related, waiver request.
• Attend Customer's complaints received from Customer Care & Quality (CCQ) including to complete the case via CMS. This includes closely monitoring until the case is completely resolved.
• Handling in issuance of corporate card, enquiries or meeting required by Corporate customers.
• Attending installment plan received through 3rd party such as Pinelab.
• Perform daily bulk upload submission.
• Attend additional task such as UAT testing, process improvement etc required by Supervisor/Manager.