Manager, Escalation Fulfillment, Contact Center

United Overseas Bank Limited; Singapore; On-site; SGD 52,000 - 70,000; Full time

Job summary

United Overseas Bank Ltd in Singapore is hiring for a Customer Service Escalations Analyst to review and resolve customer escalations in the inbound contact centre. The role requires 3-5 years of experience in a contact centre and strong communication skills.

You will work with BU/SU and other stakeholders, ensure timely responses within service levels, and participate in continuous improvements across contact centre processes. Open to 24/7 rosters, including weekends and public holidays.

Qualifications

• Bachelor Degree or Diploma holder with 3-5 years of working experience in Contact Center handling escalations.
• Good communication skills.
• Open to 24/7 shift hours, including weekends or PH if rostered.

Responsibilities

• Review and assess escalations from Inbound Department to identify, liaise and resolve customer issues completely and promptly.
• Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation.
• Liaise with other business owners to acknowledge and follow up on actions requested by customers.
• Resolve customer requests within the established service turnaround time.
• Monitor adherence to rules and procedures and escalate to senior management when required.
• Support process improvements in contact centre operations.

Skills

Communication skills

Contact Center experience

Escalation handling

Education

Bachelor's Degree or Diploma

Job description

Company: 1011 United Overseas Bank Ltd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets.

At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values - Honourable, Enterprising, United and Committed.

For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in.

As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

• Review and assess escalations from Inbound Department to identify, liaise and resolve customer issues completely and promptly.
• Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation is maintained.
• Liaise with other business owners for acknowledgement, follow-up on actions/feedback requested by customers through Inbound Customer Service Departments and contacts customers to resolve requests/feedback promptly within the established service turnaround time.
• Ensure respective business owners acknowledge escalation requests and resolves the customers’ requests promptly within the established service turnaround time.
• Monitor BU/SU’s adherence to rules, regulations and procedures and elevate to respective senior management (when required).
• Handle complaints and ensure all callbacks to address customers’ issues are completed within the timeline promised to or requested by customer.
• Work with BU/SU or within Contact Centre to identify, recommend and support the implementation of various initiatives for the improvement of contact centre processes.

Requirements

• Bachelor Degree or Diploma holder with 3-5 years of working experience in Contact Center handling escalations
• Good communication skills
• Open to 24/7 shift hours, including weekends or PH if rostered

Additional Requirements

• 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.

We value our people and invest in them as we look to fulfil our purpose of building the future of ASEAN.

We seek to create a collaborative and progressive environment for them to succeed in their careers for the long term.

UOB is rated as one of the world's top banks, ranked 'Aa1' by Moody's Investors Service and 'AA-' by both S&P Global and Fitch Ratings. With a global network of 500 branches and offices across 19 countries in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices throughout the region.

Career Site:

UOB Career site