Senior Executive, Alternate Channel Engagement

Alliance Bank Malaysia Berhad; Subang Jaya; On-site; MYR 30,000 - 40,000; Full time

Job summary

A prominent banking institution in Malaysia is seeking customer service representatives to deliver exceptional support via non-voice channels. Responsibilities include ensuring compliance with bank policies and providing timely responses to customer inquiries. Candidates should have excellent communication, time management, and interpersonal skills. Fresh graduates and diploma holders are encouraged to apply, with opportunities for personal development in a team environment.

Qualifications

• Excellent writing and communication skills.
• Proficiency in spoken and written Mandarin is an advantage.
• Ability to work collaboratively in a team-oriented environment.

Responsibilities

• Deliver accurate responses via email, chat, and social media.
• Adhere to standard operating procedures for quality assurance.
• Manage multiple customer conversations and resolve issues efficiently.

Skills

Sound decision-making

Time management

Effective communication

Interpersonal skills

Teamwork

Education

Fresh graduate or diploma holders

Tools

Social media contact management

Computer skills

Job description

Overview

To deliver exceptional customer service through non-voice channels such as email, live chat, social media and secure messaging platforms. Responsible for ensuring timely, accurate and professional responses in compliance with bank policies and standard operating procedures, service standards and regulatory requirements. To identify service gaps and gather customers’ feedback and escalate to the Team Manager to improve customer experience. To contribute to the department’s target on cross selling initiatives.

Job Responsibilities

• Operational Excellence
  • Deliver accurate and timely responses – Respond to customer inquiries through email, live chat, social media and secure platforms within the Service Level Agreement. Provide accurate and complete responses in compliance with banking policies and regulatory requirements.
  • Adhere to Consume Contact Centre’s Standard Operating Procedures (SOPs) – Follow established process and procedures to ensure consistency and quality in customer interactions.
  • Efficient case handling and resolution – Manage multiple customer conversations simultaneously and resolve cases effectively. Escalate unresolved or complex issues to appropriate stakeholders while ensuring timely follow-up.
• Service Quality
  • Consistently adhere to the email/chat processes as per SOP to meet internal Quality Assurance benchmarks, including grammar, tone, professionalism and regulatory compliance.
  • Avoid errors that could lead to customer complaints or financial/reputational risk.
  • Actively identify and communicate customers’ feedback and operational gaps for improvements to improve customer experience
  • To keep abreast with the latest promotions, new product and processes through Knowledge Base Portal and attending briefings or training
  • Act as role model to other CSO as a customer advocate
  • Champion the Service Promise that delivers on the department Vision.
  • Play the role as coach/mentor for new hires
  • Participate in job rotation within social network for self-development
  • Work with Unit Head, Alternate Channel Engagement team to identify training needs to improve competency
  • Work as a team and build rapport with team members in building a positive working environment
• Compliance & Risk Management
  • Maintain confidentiality of the bank’s customers and data in compliance with PDPA, PCIDSS and internal policies.
  • Ensure that all contact centre SOPs, policies and guidelines set by compliance are adhered to and practice prudent risk taking
  • Ensure compliance to regulatory requirements
  • Escalate any compliance gaps to Unit Head that impact the operations at the Contact Centre.
  • Participate in the Business Continuity Plan where applicable

Job Requirements

• Skills – Able to make sound decisions and escalate as and when required in problem solving
• Good and excellent in time management.
• Accepts coaching and direction
• Ability to communicate solutions to customer in a clear manner that is easily understood
• Good interpersonal skills in working with internal and external customers.
• Positive, professional and customer oriented attitude
• Able to work in a team

Knowledge

• Strong business writing skills and communication skills
• Proficiency in spoken and written Mandarin is an added advantage.
• Adequate computer skills including accurate keyboarding
• Intermediate social media contact management (webchat/FB)

Experience

• Fresh graduate from any discipline or diploma holders with related experience
• At least 2 years working experience in a Contact Centre or related field

Alliance Bank Malaysia Berhad — About Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

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