Officer, Transaction and Customer Support (40001602)

## Job Purpose

'The job holder responsible for:

- Provide services and ensure service quality for customers and ensuring the completeness and accuracy of information in accordance with Clients's regulations.

- Perform tasks assigned such as: aid in informing customers about suitable solutions, enhance customer engagement, in order to bring The best experience to customers.

- Ensure compliance and minimizes risks at the request of client

## Key Accountabilities (1)

1. TRANSACTION SUPPORT:  

- Aid in providing services to retail customers in the fastest and best way

- Always update Client's regulations, procedures and guidelines about customer service

- Aid in dealing with customer requests within authority.

- Ensure the accuracy of transactions

- Receive customers' opinions on products, processes, services, policies... to have recommendations for policy departments

2. CUSTOMER SUPPORT: AID IN INFORMING CUSTOMERS ABOUT SUITABLE SOLUTION ENHANCING CUSTOMER ENGAGEMENT

- Perform tasks at the request of client: Receive information and assist in clarifying information that customers need to learn about products and services

- Perform tasks at the request of customers: Aid in informing about related products and services within the scope of work

## Key Accountabilities (2)

3. ENSURE PRODUCTS & SERVICE QUALITY

- Perform tasks at the request of the Client accurately, completely, quickly and in a timely manner, ensuring the correct SLAs and service quality standards.

- Fully comply with service quality standards for the position of Teller and other regulations of the Client from time to time

- Update information on products, processes/regulations, Marketing programs,  campaigns and instructions of Client in order to provide the best services to customers.

- Receive and handle customer requests and complaints in accordance with Client's regulations.

- Make recommendations to relevant departments to contribute to improving product, process and policy

## Key Accountabilities (3)

4. SYSTEM: OPERATION COMPLIANCE và RISK MANAGEMENT

- Perform work in accordance with the Client's policies, procedures, regulations and instructions.

- Identify customer information as well as warning signs before, during and after customer transactions, ensuring compliance with Techcombank's processes and regulations and the law.

- Manage credit risk, operational risk on the assigned customer list in accordance with regulations and instructions of the bank

- Ensure compliance with Techcombank's policies and procedures.

5.  Perform other tasks as assigned by line manager

## Key Relationships - Direct Manager

N/A

## Key Relationships - Direct Reports

N/A

## Key Relationships - Internal Stakeholders

Teams inside and outside RBG

## Key Relationships - External Stakeholders

Customers

## Success Profile - Qualification and Experiences

Domain Expertise

- At least 03 years of experience in the banking sector.

- Proficient in using office software: word, excel, powerpoint.

Qualifications

- Graduated from a regular university, preferably in economics - finance - banking.

- English ability: Not Apply