Contact Center - Follow-Up Officer

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, Thailand and Vietnam, 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.
About the Department
The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralizing and standardising technology systems as well as banking operations in Singapore and overseas branches.
Key Responsibilities
Attend to outbound telephone calls/contacts in accordance with standard operating procedures.
Ensure customer requests sending to relevant stakeholders are solved in a timely manner.
Be able to perform formal letter sending out to customer's requests following standard template.
Be able to interact with customers through phone/email/mailbox in a professional way.
Provide information on services offered by the bank to enhance customer relationships.
Provide professional, friendly and high-quality customer service for each point of contact with the customer.
Identify and respond to customer needs accordingly.
Able to consistently communicate in a positive and enthusiastic manner, while handling customer complaints in an assertive manner.
Provide optimum service to all customers by answering inquiries and resolving complaints effectively with the ultimate aim of projecting a professional image.
Update and perform off-line maintenance on system terminals following customers' inquiry requests.
Ensure effective and timely follow-up as promised to customers.
Process financial entries and adjustment on customers' accounts if necessary.
Other tasks assigned by the supervisor and the management.
Reports to the Team Leader / Supervisor.