Objective of job
Providing guidience and advisory to all types of MBAFC customers with a high quality service level. To corporate and lias with internal and external teams as the point of contact of customer service team; Cross team co-operation, supporting other teams’ requests. Anti money laundering inverstigation. As backup of assistant manager.
Task Description
1.Perform outbound call tasks and accomplish work tasks passed from inbound team dealing with customers/dealers/prospect customers’ inquiry etc. Ensure the achievement of team KPI as well as high customer satisfaction.
2. Data management in call centre system and contract management systems, incl. cutomer profile maintainance, money allocation in core system; Anti money laundering inverstigation and other related issues etc.
3.To corporate and lias with internal and external teams as the point of contact of customer service team. Working with relevant teams (OVM, OPM, Training) to monitor vendor team's performance, giving feedback to vendor team on daily operation and seeking opportunities to enhance working efficiency and quality between in house team and vendor team.
4.Asist manager to help junior team members in handling complicated tasks in daily operations.
5.Support on internal project/process enhancement, track project process conditions and follow up, Co-work with other teams meet the pre-defined project timeline by closely cooperation and communication. Conduct other tasks as required by supervisor to support achievement of the company’s business objectives.
6.Fully understand the consumer rights and interests protection relevant laws, administrative regulations guidelines and relevant CBIRC regulatory requirements, familiar with company’s financial products and services. CRM implementation assistance; ad-hoc projects supports.
7.Conduct other tasks as required by supervisor to support achievement of the company or department’s business objectives.