Lead, L2 Customer Support Operations

JOB PURPOSE:

Play a crucial role in providing level 2 customer service support by managing and supervising the L2 support team handling escalations from frontline Customer Service, Store Sales and Store Service teams for all retail digital banking channel related inquiries, requests and complaints for both Komo and Easyway mobile banking apps.

Additionally, the role will help handhold frontline customer support teams to gain familiarity and expertise to new features, functionalities, system bugs requiring workaround for both Easyway and Komo digital banking channels.

DUTIES & RESPONSIBILITIES:

Customer Service Operations

• Acts as Level 2 Customer Service Support, handling escalations for customer concerns, detailed enquiries, complaints or follow up on transactions or process of the online banking services of both Easyway and KOMO.

Digital Banking Operations Support

• Provide insights received from frontline teams to Digital Products and Channels -Product and Tech teams to ensure required rootcause and fixes/enhancements are prioritized specially when these impact bank customers directly.

• Collaborate with Customer Service, Store Operations, Other Back Office Support Units such as ATM Recon to continuously streamline handling and resolution flow across all stakeholders to maintain and/or exceed customer service quality standards.

• Create policies, procedures and reports on key performance metrics of the L2 Customer Support Team.

• Review and prepare BRDs for bug fixes / enhancements needed to customer service portals for both Komo and Easyway (Digital Assist)

SKILLS:

• Knowledge of Bank Industry, Digital Banking, Online banking operations, Customer Service and Customer Engagement.

• Three (3) to five (5) previous experience in the banking / BPO / Fintech industry.

• Ability to work closely with key stakeholders and other business units.

• Excellent communication and interpersonal skills to engage and influence stakeholders at all levels

• Analytical mindset and the ability to interpret and analyze data and metrics.