Customer Resolutions Specialist

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Date: 23 Nov 2024

Location: Braddell, SG

Company: Network For Electronic Transfers (S)

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain. 
 

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 130,000 acceptance points in the country as well as online payments.

 

 

Position Summary

 

The Customer Resolution Specialist is to lead and operate within a departmental structure delivering and providing a consistent, excellent standard of Dispute Resolution services to NETS internal team, banks, partners, consumers and merchants. 

 

Key Responsibilities

 

  • Handle emails promptly by providing accurate and timely information, solutions & resolutions to banks and consumers on dispute and resolutions
  • Respond to partners/banks/consumers queries and concerns with the aim of achieving dispute resolution
  • End-to-end follow up with impacted parties to resolve issues related to NETS services
  • Ensure data entry accuracy and completeness of information
  • Monthly Reporting preparation to Head of Department
  • Monthly Reporting to NETS partners and local government agencies
  • Participate in UAT for new NETS services launch
  • Participate in Internal/External audit by providing information as requested within given timeline

 

Requirements

 

  • Diploma or Degree in any discipline
  • Minimum 3year(s) experience in Customer Service or Dispute Resolution role
  • Passion for Dispute Resolution and Customer Service Excellence
  • Proficient in written & spoken English
  • Able to work in a fast-paced and demanding environment
  • Able to operate independently with tenacity to obtain information required for full dispute closure
  • Meticulous and comfortable working with numbers and reports
  • Proficiency in MS office (Excel, VBA & comfortable with macro)
  • Experience in leading team will be an advantage

 

 

Network for Electronic Transfers (Singapore) Pte Ltd.