Senior Officer, Retention Officer

UOB; North City (IL); On-site; USD 38,000 - 54,000; Full time

Job summary

1011 United Overseas Bank Ltd (UOB) is seeking a customer service professional to handle inbound and outbound calls, assisting customers with credit cards, CashPlus, Smart Pay, annual fees and unsecured loans. You will document all interactions in the CRM, follow up on pending documents by email or phone, and use needs-based conversations to cross-sell suitable financial products.

You’ll work toward KPIs for service quality, productivity, and sales targets while complying with data privacy

Qualifications

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.

Job description

Company: 1011 United Overseas Bank Ltd

About UOB

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

• Handleinbound and outbound callsprofessionally and efficiently, ensuring a positive customer experience.

• Handlescustomer enquiries on Credit Cards, CashPlus, Smart Pay, Annual Fees and Unsecured Loans, including account information, product features, and application status.

• Performcross-sellingof 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.

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.