Senior Officer/Manager, Customer Service, Contact Center

UOB • Phoenix, AZ

1d

About The Position

Respond to customer inquiries received via phone calls, emails, written correspondence, and social media platforms with professionalism and efficiency. Ensure all customer interactions are handled with a high level of accuracy, empathy, and in accordance with established service standards and turnaround times. Ensure customer requests are addressed promptly, with urgency when required. Maintain strict confidentiality of customer data and adhere to internal policies and regulatory requirements. Accurately identify and resolve customer issues, escalating complex cases to relevant departments when necessary. Guide customers on available banking services and digital tools, promoting self-service options where appropriate. Document all customer interactions in the case management system to ensure traceability and compliance. Collaborate with internal teams to ensure seamless resolution of customer concerns.

Requirements

• Diploma or equivalent qualification; a degree in Business, Finance, or related field is an advantage.
• Customer service experience (minimum 1 year) is an advantage, preferably in a contact centre or financial services environment.
• Fresh graduates with a strong willingness to learn and a customer-first mindset are also encouraged to apply.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and manage multiple tasks effectively.
• Demonstrate composure and empathy under pressure, particularly during difficult customer interactions.
• Willingness to work shifts, weekends, public holidays, and perform overtime when required.

Nice To Haves

• A degree in Business, Finance, or related field
• Customer service experience (minimum 1 year) preferably in a contact centre or financial services environment.

Responsibilities

• Respond to customer inquiries via phone, email, written correspondence, and social media.
• Ensure customer interactions are handled with accuracy, empathy, and in accordance with service standards.
• Address customer requests promptly and with urgency when required.
• Maintain strict confidentiality of customer data and adhere to internal policies and regulatory requirements.
• Accurately identify and resolve customer issues, escalating complex cases when necessary.
• Guide customers on available banking services and digital tools, promoting self-service options.
• Document all customer interactions in the case management system.
• Collaborate with internal teams to ensure seamless resolution of customer concerns.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees