Senior Officer, E-Customer Care Support
On-sitePhnom Penh, Phnom Penh, Cambodia
Job Summary
Act as the primary contact for back office issues regarding Internet Banking, Mobile Banking, and E-Wallets with customers and third parties. Oversee e-Channel business services policies, procedures, workflows, and solution processes while supervising the implementation of e-Channel innovations. Administer the Reconciliation and Dispute Officer and Fraud Resolution Officer teams to resolve cases within agreed bank SLAs, ensuring e-Channel products meet customer and merchant requirements. Provide training to frontline and back office staff on existing and new e-banking products, support e-business requirement checklists, and collaborate with Operation, Finance, and IT teams to implement new digital products. Delegate tasks, set deadlines, and report to line managers while introducing SLAs with internal service providers. Develop recognition programs to award high performers based on acquisition metrics and KPIs. Requires a Bachelor's degree in law, economics, or business, with at least three years of experience and strong leadership skills.
Required Qualifications
- At least 3 years working experiences in the related field
- Bachelor degree in law and economic or business sector
- Abilities to manage team members resource to complete deadline/SLA
- Excellent communication and leadership skills
- Process sound problem solving skills/ quick decision-making skills with high flexibility
- Ability to manage tasks at the same time
- Ability to identify issues and provide digital resolution
- English
Desired Qualifications
- another language
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