Review and assess escalations (SQMS/SOS) from VEMF/Inbound Department to identify, liaise and resolve customer issues completely and promptly.

 Ensure validity of each escalation prior to escalating out to BU/SU and ensure quality of escalation is maintained.

 Liaise with other Business Units (BU) / Stake Holders (SH) to acknowledge, follow-up on actions/feedback requested by customers through various Contact Centre touchpoints and contact customers to resolve requests/feedback promptly within the established service turnaround time.

 Ensures respective business owners acknowledge escalation requests and resolves the customers' requests promptly within the established service turnaround time.

 Monitor BU/SH's adherence to rules, regulations and procedures and escalate to respective senior management (when required).

Requirements:

Minimum 4 years of experience as a universally trained Officer/manager in UOB Contact Centre.

 Good knowledge in banking/cards process, products and systems.

 Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.

 Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.

 A strong customer service mindset