CE-AF Retention Officer

uobgroup; Singapore; On-site; SGD 31,000 - 47,000; Full time

Job summary

1011 United Overseas Bank Ltd in Singapore is seeking a Customer Engagement Officer to deliver exceptional service and support customers with Credit Cards, CashPlus, and Unsecured Loans. You will handle inbound and outbound calls, document interactions in CRM, and identify cross-selling opportunities while meeting KPIs.

A 5-day work week with overtime applies. Join UOB’s customer-centric team and contribute to a seamless banking experience for clients across Asia-Pacific.

Qualifications

• Deliver exceptional customer service over inbound/outbound calls.
• Identify cross-selling opportunities based on customer needs.
• Maintain accurate records in CRM and adhere to compliance guidelines.

Responsibilities

• Handle inbound and outbound calls professionally to assist customers.
• Respond to inquiries on Credit Cards, CashPlus, and Unsecured Loans.
• Cross-sell relevant financial products based on eligibility.
• Document interactions accurately in CRM and follow up as needed.
• Ensure compliance with data privacy and operational guidelines.
• Escalate complex issues to the appropriate teams when needed.
• Meet individual and team KPIs for service quality and targets.

Skills

Customer service

Cross-selling

CRM systems

Call handling

Tools

CRM systems

Job description

Company: 1011 United Overseas Bank Ltd

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Customer Engagement Officers are responsible to deliver exceptional customer service through inbound and outbound call activities, supporting customers with inquiries and requests related to Credit Cards, CashPlus, and Unsecured Loans, while actively identifying opportunities for cross-selling relevant products and services.

Key Responsibilities

• Handle inbound and outbound calls professionally and efficiently, ensuring a positive customer experience.
• Handles customer enquiries on Credit Cards, CashPlus, Smart Pay, Annual Fees and Unsecured Loans, including account information, product features, and application status.
• Perform cross-selling of financial products and services based on customer needs and eligibility.
• Ensure accurate and timely documentation of customer interactions in CRM systems.
• Follow up on pending documentation and application requirements via email and phone.
• Adhere to compliance, data privacy, and operational guidelines.
• Escalate complex or unresolved issues to the appropriate teams for further handling.
• Meet individual and team KPIs, including service quality, productivity, and sales targets.
• 5 days' work week, Over-Time applicable whenever required by Management.

Additional Requirements

Develop, Engage, Execute, Strategise

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.