Fraud Analyst/KYC/AML Executive (Philippinos) - Native Philippinos

Remuneration: RM4300 + RM400 (KPI Allowance) + RM300 (Night Shift Allowance)
Location: TRXKL
Note: Banking experience is A MUST in KYC, AML and E-wallet

As a Customer Service Agent you will handle front line communications with multiple customers simultaneously, to support them with their service and sales queries. This customer contact will be primarily through Conversational Banking including; Webform, email, asynchronous Messaging and Social Media, responding to customers in both a public and private/ secure environment. Where appropriate it may also include some outbound voice contact.
Chat bots are an integral part of Conversational Banking and you may become involved with chats which have been passed to you through a Chatbot, or you may have to pass the customer conversation to a Chatbot to complete their request.
The key tasks for the Customer Service Agent role will include some or all of the following:

• Interact with multiple customers using channels such as Webform, email, asynchronous Messaging and Social Media simultaneously
• Outbound voice contact to resolve more complex or emotive customer queries
• Use of product, process and procedure knowledge to address customer needs. In some cases, adherence to outbound contact scripts and guidelines will be required
• Provide high quality service to achieve maximum customer satisfaction by identifying additional needs to both existing and new customers, ensuring brand values are upheld
• Provide support in the continual evaluation of processes and procedures and analysis of Chatbot conversations to improve the efficiency and effectiveness of customer experience.
• Take ownership and use initiative to complete necessary research to resolve the contact appropriately, with all efforts being made to support the customer, and where possible, support them to return to a digital self service channel.
• Responsible for achieving individual key performance indicators and supporting peers to do the same as one team
• Ensure all activities, transactions and sales adhere to prevailing business policies and regulatory standards.
• Responsible for the identification, handling, resolution and logging of customer complaints ensuring regulatory compliance at all times, working to transform detractors into promoters.

Job Types: Full-time, Contract, Fresh graduate
Contract length: 24 months

Pay: RM4,300.00 per month

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Are you open for relocation to Malaysia?
• Are you okay to work on rotational shift?

Education:

• Bachelor's (Preferred)

Experience:

• Fraud Analyst or KYC: 1 year (Required)

Language:

• English (Preferred)
• Tagalog (Preferred)