數位金融服務專員 Senior Officer/ Officer, Digital Service Specialist, Customer Segments, Consumer Banking Group
Core
Proactively assist customers in completing digital banking application and service flows via phone and digital channels, while analyzing service data to identify process bottlenecks and improve the digital customer journey.
Role type
Senior Officer, Digital Service Specialist (Customer Service)
Builds
Digital banking application flows and customer service processes
Domain
Consumer Banking / Digital Services
Deliverable
dashboards & analysis
Required skills
Customer service, problem resolution, case tracking, time management, data analysis, regulatory compliance, data privacy awareness, cross-functional collaboration
Preferred skills
Experience in digital service, application process tracking, customer journey optimization
Technologies
Word, Excel, PowerPoint
Responsibilities
Contact customers to provide guidance on digital application steps, clarify issues, and track case progress; Analyze service records and customer feedback to identify process break points and propose improvements; Collaborate with internal teams to optimize service scripts, FAQs, and digital service content; Ensure all service interactions comply with internal controls, legal regulations, and data protection requirements.
Seniority
Senior, hands-on IC