Customer Service Executive - Global Mkts Equities
OCBC · Singapore · 1mo ago
WHO WE ARE:
As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires.
Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future.
We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.
Your Opportunity Starts Here.
Why Join
Imagine being the voice of OCBC, providing exceptional service to our customers and making a real difference in their lives. As a Service Management professional in our Contact Centre, you'll be the first point of contact for our customers, resolving their queries and concerns in a timely and professional manner. You'll be part of a dynamic team that's passionate about delivering outstanding customer experiences.
How you succeed
The Customer Service Executive (CSE) is responsible for managing customer interactions across phone and email correspondence, with a strong focus on timely and professional resolution of customer enquiries, iOCBC and trading-related matters and newly launched products. The role supports contact centre service delivery through accurate handling of requests, timely escalation, proper documentation, adherence to service standards and contribution to process improvement initiatives. It also requires close collaboration with internal stakeholders, sound product and regulatory knowledge, and a strong customer-centric mindset to support effective service delivery and a positive customer experience.
What you do
Customer Interaction and Service Delivery
Manage and respond promptly to customer enquiries via phone and email in a professional manner.
Resolve issues relating to iOCBC, trading platforms, financial products and customer service requests, including matters arising from new product launches.
Provide accurate product and service information while ensuring compliance with regulatory and internal requirements.
Maintain complete and accurate records of customer interactions, actions taken and follow-up items.
Support frontline operations during peak periods or resource constraints to ensure uninterrupted service delivery.
Contact Centre Operations and Service Level Support
Support day-to-day contact centre operations by handling assigned customer requests effectively and within service standards.
Assist with workload prioritisation and coverage during peak periods or resource constraints, as guided by the supervisor.
Handle customer requests within established Service Level Agreements and escalate complex, urgent or high-risk issues where required.
Highlight service gaps, recurring issues or potential delays to support timely follow-up and service recovery.
Stakeholder Collaboration and Operational Support
Work closely with internal teams to resolve customer issues, improve turnaround times and strengthen end-to-end service outcomes.
Support the implementation of new products, system enhancements, regulatory changes and cross-functional process improvements.
Product, Market and Regulatory Knowledge
Maintain up-to-date knowledge of trading platforms, financial products, market practices and regulatory requirements.
Participate in training and knowledge-sharing initiatives to strengthen individual and team capability.
Share relevant updates and learning points with team members to support consistent service standards.
Process Improvement, Quality and Customer Experience Enhancement
Analyse customer feedback, recurring issues, operational data and service metrics to identify improvement opportunities.
Support initiatives to enhance service quality, operational efficiency, turnaround times and customer experience.
Recommend and support process improvements to streamline workflows and strengthen control discipline.
6. Reporting, Governance and Compliance
Prepare and maintain reports or records relating to customer interactions, follow-up actions, service requests and key operational metrics, where required.
Ensure adherence to internal policies, regulatory requirements, documentation standards, audit requirements and compliance obligations.
Who you are
Minimum 2 to 3 years of relevant experience in Customer Service, operational knowledge in Securities and stock market would be advantageous.
Possess strong written communication and good oral skills and have customer centric and service excellence mindset.
Effective interpersonal skills with both internal and external customers.
Self-motivated and able to work under pressure.
Good team player with commitment and initiative.
Diploma or degree, preferably in Banking or Finance.
What we offer:
Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.