Head of Client Service

Date Posted: Posted18 hari yang lalu
Salary:
Jakarta
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Job Description

  • Provide first level (L1) client support as follows:
  • Resolve client issues related to BNPP electronic portals
  • Answer technical or functional inquiries on BNPP electronic portals
  • Escalate issues or requests to L2 / Production support teams when required
  • Provide re-training for client admins / authorizers / users when requested
  • Perform monthly regulatory reporting related to electronic platforms
  • Coordinate closely with other internal teams on payment investigation
  • Follow up on production incidents and provide proper update to clients
  • Ensure all emails in eBanking Mailbox are attended to or properly routed to the team in charge
  • Available also on mobile to attend to client inquiries during or outside of banking hours
  • Track client requests through Hobart – CRM system
  • Input all client request in Hobart
  • Monitor client requests until completion
  • Ensure client contact details in Hobart are updated (may include semi-annual mass mailing exercise to clients)
  • Ensure all account related tasks / inquiries are answered in a timely & professional manner
  • Response to payments related enquiries
  • Request for Bank statement / balance check / audit confirmation
  • Update Board Resolution / account details
  • Update client pricing setup
  • Update client interest rates setup
  • Support contract modifications as required (update users, accounts, or other parameters) for the following products:
  • Connexis Cash
  • Connexis Direct
  • Connexis Trade
  • Connexis Supply Chain
  • Connexis Connect
  • Virtual Accounts
  • Tax / Utility Payments
  • Cash Withdrawal / Deposit
  • Cash / Cheque Deposit
  • Services provided by partner banks
  • Comply with BNPP Permanent Control Activities
  • Direct contribution to BNPP operational permanent control framework.
  • Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities, such as Control Plan
  • Comply with regulatory requirements and internal guideline
  • Minimize operational failure, including but not limited to, the risk of fraud, by helping to devise, implement sufficient regular controls, and by adhering to KYC policies
  • Ensuring appropriate escalation to management and/or Permanent Control (or Compliance as appropriate) as soon as an issue is identified


Essential Technical Knowledge/Skills :

  • At least 3 years of banking experience, preferably in Customer Service or Marketing Support
  • Good banking and general product knowledge on Cash, Trade/Supply Chain & ebanking
  • Proficiency in Microsoft office applications including Word & Excel
  • Work in close partnership with internal stakeholders to deliver the high quality services to customers

Qualifications and Experience :

  • Tertiary Education
  • Banking experience:
  • Knowledge of payment products and processes
  • Understanding of operational risk

Other Value-added Competencies :

  • Good interpersonal skills
  • Team player
  • Autonomous
  • Hard worker
  • Fluent in Bahasa Indonesia and English, written & verbal.
  • Proficiency in Mandarin and French would be a plus

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Job Detail

  • Job Id
    f2f118c9efb1a4ad
  • Location
    Jakarta
  • Company
  • Type
    Private
  • Employment Status
    Permanent
  • Positions
    Available
  • Career Level
    Experience
  • Gender
    Male/Female

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