Customer Care Specialist - FinTech

Customer Experience – Service & Complaints Handling

• Using the preferred channel to communicate and provide responses where appropriate to general or account-related inquiries initiated by customers.
• Handle simultaneous channel responses, including in-app chat, web form, and voice hotline.
• Ensure timely documentation, classification, customer acknowledgment, and follow-up actions for all cases according to the relevant policies and procedures.
• Timely communication with customers in relation to their cases and escalate issues to managers.

Customer Due Diligence

• Engage in the identification and verification of customers while adhering to the bank’s privacy and security policies.

Banking Compliance and Regulation

• Ensure compliance with the Governance Policy, the Portfolio Management Standards and System Delivery Framework. 
• Undergo annual compliance and financial crime training.
• Act as the bank’s first line of defence, promote a risk-aware culture, and ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

Requirements: 

• Diploma or University graduate with 1-3 years of banking experience, preferably in a fast-paced contact centre environment.
• Good understanding of Banking and Financial products.
• Knowledge of the Bank’s Control Framework and Governance Structure is preferred.
• Superior listening, robust writing, and verbal communication skills are required.

Interested applicants, please send in a copy of your latest CV to belle.wint@cornerstoneglobalpartners.com.

Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified.

R1659753