Senior Executive, Alternate Channel Engagement

Overview

To deliver exceptional customer service received through non-voice channel such as email, live chat, social media and secure messaging platforms.

Responsible for ensuring timely, accurate and professional responses in compliance with bank policies and standard operating procedures, service standards and regulatory requirements. To identify service gaps and gather customers’ feedback and escalating to the Team Manager to improve customer experience. To contribute to the department’s target on cross selling initiatives.

Job Responsibilities

Operational Excellence

• Deliver accurate and timely responses – Respond to customer inquiries through email, live chat, social media and secure platforms within the Service Level Agreement. Provide accurate and complete responses in compliance with banking policies and regulatory requirements.
• Adhere to Consume Contact Centre’s Standard Operating Procedures (SOPs) – Follow established process and procedures to ensure consistency and quality in customer interactions.
• Efficient case handling and resolution – Manage multiple customer conversations simultaneously and resolve cases effectively. Escalate unresolved or complex issues to appropriate stakeholders while ensuring timely follow-up.

Service Quality

Compliance & Risk Management

Job Requirements

Skills

Knowledge

Experience

Additional Information

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About Alliance Bank Malaysia Berhad

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

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