Operation Executive ( Customer Support)

Job description

Key Responsibilities:

Customer Support Operations:
Manage customer inquiries and provide accurate, timely, and professional assistance related to financial products, services, and processes.
Handle escalated customer issues and ensure resolution in a timely manner while maintaining high service standards.
Coordinate with cross-functional teams to address customer concerns and ensure smooth service delivery. 

Operational Support:
Assist with day-to-day operations within the customer support team to ensure efficiency and consistency in service delivery.
Review and process customer applications, transactions, and documents in accordance with company policies and regulatory requirements.
Monitor and track key performance indicators (KPIs) to ensure service targets are met. 

Compliance & Quality Control:
Ensure compliance with industry regulations, internal policies, and procedures when handling customer issues and financial transactions.
Conduct regular audits of customer interactions and processes to ensure accuracy and adherence to quality standards. 

 Reporting & Documentation:
Prepare and maintain regular reports on customer support metrics, operational issues, and resolution statistics.
Maintain accurate and up-to-date customer records, documentation, and case files. 

Collaboration & Teamwork:
Work closely with other departments (such as Operations, Risk, Sales, etc.) to improve operational efficiency and provide seamless customer experiences.
Participate in team meetings and contribute to process improvements and the development of best practices.