數位金融服務專員 Officer/ Senior Officer, Digital Service Specialist, Customer Segmentation Management, Consumer Banking Group
Core
Proactively assist customers completing digital banking applications via phone and digital channels, while analyzing service data to identify and improve process bottlenecks.
Role type
Senior IC customer service specialist (digital banking)
Builds
Digital customer journey efficiency and customer experience
Domain
Consumer Banking / Digital Services
Deliverable
dashboards & analysis
Required skills
Customer service, problem resolution, case tracking, data analysis, compliance awareness, communication
Preferred skills
Digital service experience, CRM, process improvement
Technologies
Word, Excel, PowerPoint
Responsibilities
Contact customers to assist with incomplete digital application processes, provide clear instructions for account activation and identity verification, track case progress and record customer feedback, analyze common issues to identify process break points, optimize service scripts and FAQs, collaborate with internal units on cross-functional cases, prepare service performance reports.
Seniority
Senior, hands-on IC