Contact Center - Correspondence Officer

About UOB
United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.
About the Department
The Technology and Operations function is comprised of five teams of specialists with distinct capabilities: business partnership, technology, operations, risk governance and planning support and services. We work closely together to harness the power of technology to support our physical and digital banking services and operations. This includes developing, centralizing and standardising technology systems as well as banking operations in Singapore and overseas branches.
Key Responsibilities
Attend to outbound telephone calls/contacts in accordance with standard operating procedures.
Perform testing and provide timely escalation on any impacts of email systems.
Handle correspondence volume to ensure Client’s requests are responded via email within TAT.
Be able to perform formal letter sending out to customer’s requests following standard template.
Provide professional, friendly and high quality customer service for each point of contact with the customer.
Handle volume in digital emails with the effort of driving Customer to digital channel.
Be able to interact with customers through phone/email/mail box in a professional way.
Identify and respond to customer needs accordingly.
Provide information on services offered by UOB to enhance customer relationships.
Ensure customer requests sending to relevant stakeholders are solved in a timely manner.
Able to consistently communicate in a positive and enthusiastic manner; while handling customer complaints in an assertive manner.
Ensure effective and timely follow-up as promised to customers.
Provide optimum service to all customers by answering inquiries and resolving complaints effectively with the aim of projecting a professional image.
Other-tasks assigned by the supervisor and the management.
Update and perform off-line maintenance on system terminals following customers’ inquiry requests.
Process financial entries and adjustment on customers’ accounts if necessary.
Handle additional reports when required.
Reports to the Team Leader / Supervisor.

Healthcare Insurance Policy;
Annual Salary Review; Performance Bonus
Annual Health Check-Up Program

Job Requirements
Experience in a call center would be an added advantage.
Excellent interpersonal and communication skills with good command of written and spoken English.
Good understanding of UOB customers, product and services.
Strong in customer service skills. A team player with commitment and initiative, service oriented, able to work under pressure, matured, motivated, meticulous and analytical and able to multi-task.
Holds at least Diploma or Degree in any field.
Working knowledge of specialized products, systems and services.
High level of listening and comprehension skills. Able to probe for required information from customer
Knowledge of Internet, Microsoft Office including email, MS Excel, MS Word and fax.
Assertive and able to manage in situations where there may be limited information.
Be a part of UOB Family
UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.
Apply now and make a difference.