OSPL Investor Hub Customer Service Officer

OCBC (Singapore); Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading financial institution is seeking a Customer Service Executive to enhance customer interactions and account management. This role requires exceptional communication skills and a background in Banking or Finance, with a focus on providing excellent service and resolving customer issues efficiently.

Qualifications

• Minimum 2 to 3 years of relevant experience in Customer Service.
• Experience in Securities and stock market is advantageous.
• Strong written and oral communication skills.

Responsibilities

• Provide service to customers, handle inquiries, and resolve issues.
• Assist with account management, ensuring compliance and KYC.
• Maintain accurate records and collaborate with team members.

Skills

Customer Centric

Interpersonal Skills

Problem Solving

Communication

Education

Diploma or degree in Banking or Finance

Job description

Job Description

1. Customer Interaction and Support

· Provide prompt and professional service to customers.

· Handle customer enquiries, complaints and resolving issues relating to the accounts, trades and services efficiently.

· Guide customers on using self-service options such as online trading or mobile apps.

· Maintain a positive, empathetic, and professional attitude toward customers at all times.

2. Account Management

· Assist customers with account openings, estate accounts, account closures, share and fund transfers, settlement instructions, maintenance of personal information, trading eligibility requirement such as CAR/CKA/SIP.

· Ensure that all documents and transactions handled over the counter are reviewed with relevant supporting documents, processed accurately and efficiently.

3. Product and Services Knowledge

· Stay informed about OSPL products, services and processes to effectively respond to customers where necessary.

4.Compliance and KYC

· Perform video verification for customers’ applications/transactions who are unable to visit Investor Hub.

· Ensure compliance with Group and OSPL policies and procedures and regulatory requirements during customer interactions and transactions.

5.Problem resolution

· Identify and resolve customer complaints or issues in a timely manner.

· Escalate complex issues to appropriate department or management where necessary.

· Follow up on customer requests and ensure timely resolution.

6.Record Keeping

· Maintain accurate records of all customer interactions, transactions and any follow up actions required.

7.Continuous Improvement to services

· Contribute to service excellence by proactively providing feedback and input into improving the service.

· Attend customer service-related trainings to upskill and certification.

8.Team Collaboration

· Work collaboratively with colleagues and other departments to ensure a seamless customer experience.

QUALIFICATIONS:

· Diploma or degree, preferably in Banking or Finance

· Minimum 2 to 3 years of relevant experience in Customer Service, operational knowledge in Securities and stock market would be advantageous

· Possess strong written communication and good oral skills and have customer centric and service excellence mindset

· Effective interpersonal skills with both internal and external customers

· Self-motivated and able to work under pressure

· Good team player with commitment and initiative

· Meticulous, well organized, with the ability to analyse and solve problems

· Mature, resourceful, independent