Customer Service Support Lead - Maribank

About The Team

This role sits within the Customer Service team and supports the MariBank customer servicing operations. The role focuses on improving banking customer experience, customer service agent productivity, and operational efficiency across the customer service function.

Job Description

• Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring. These functions support the servicing of banking-related enquiries such as account servicing, payments, transfers, and card-related requests
• Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
• Key product owner for all systems used by the Customer Service team (including ticketing systems, contact centre tools, and chatbot solutions that support the servicing of banking customer...