印尼商印尼人民銀行股份有限公司台北分公司

- e-Channel Reconciliation and Complaint Handling Officer - Job Brief: The e-Channel Reconciliation and Complaint Handling Officer is the first point of contact for bank customers, providing exceptional service and support while effectively addressing and resolving customer complaints. This role involves handling inbound and outbound calls, managing customer inquiries, and ensuring customer satisfaction while adhering to regulatory and bank policies. Job Responsibilities: • Customer Service: - Answer inbound calls from customers promptly and professionally. - Provide accurate information about bank products, services, and procedures. - Assist customers with inquiries, account management, and transaction processing. - Handle customer complaints empathetically, investigate issues thoroughly, and provide timely resolutions. - Maintain a positive and helpful attitude even in challenging situations. • Complaint Handling: - Receive and register customer complaints through various channels (phone, email, social media). - Investigate complaints by gathering information, interviewing relevant parties, and reviewing documentation. - Analyze complaint data to identify trends and root causes of issues. - Escalate complex complaints to appropriate departments or supervisors for resolution. - Follow up with customers to ensure their complaints are resolved satisfactorily. • Regulatory Compliance: - Ensure adherence to regulatory guidelines and bank policies for complaint handling and customer service. - Maintain accurate records of customer interactions and complaints. - Stay informed about changes in regulations and industry best practices. • Quality Assurance: - Participate in call monitoring and quality assessment programs to improve performance. - Provide feedback to team members and identify areas for improvement. - Contribute to the development and implementation of customer service strategies. • Reconciliation: - Perform daily reconciliation of all e-channel transactions. - Escalate and address any discrepancies or errors with the appropriate departments to ensure timely resolution. - Generate a comprehensive daily report documenting the status of all e-channel transaction reconciliations. Job Requirements: • Education: - Minimum Bachelor Degree. • Experience: - 1-2 years of experience in customer service, call center, or complaint handling. - Experience in the banking or financial services industry is a plus. • Language Skills: - Fluent in Mandarin (Taiwan), Bahasa Indonesia, and English. • Skills: - Excellent verbal and written communication skills to effectively interact with customers and colleagues. - Strong interpersonal skills to build rapport, show empathy, and resolve conflicts. - Ability to analyze problems, identify solutions, and make sound decisions. - Commitment to providing exceptional customer service and ensuring customer satisfaction. - Ability to actively listen to customers, understand their concerns, and respond appropriately. - Ability to manage multiple tasks simultaneously and prioritize effectively. - Ability to adapt to changing situations and handle unexpected challenges. - Ability to collaborate effectively with other team members and departments. - Demonstrate strong integrity, professionalism, and a commitment to maintaining customer confidentiality at all times.

-Legal Compliance Officer- Job brief: We are seeking a highly motivated and experienced Legal Compliance Officer to join our team. The successful candidate will be responsible for ensuring that our bank complies with all relevant laws and regulations, as well as internal policies and procedures. Job responsibilities: • Develop and implement compliance programs, policies and procedures in accordance with local regulatory requirements • Monitor compliance with laws and regulations • Provide training to employees on legal and compliance-related matters • Investigate and resolve legal or compliance issues • Keep up-to-date with changes in laws and regulations • Provide legal and compliance advices to the branch Management • Perform guidance and monitoring in AML/CFT Job Requirements and skills: • Bachelor's degree in law, finance, accounting, or related field • At least 3 years of legal or compliance experience in banking or financial services industry • Knowledge of AML/CFT and local regulations and practices • Strong research and analytical skills • Excellent communication skills • Proficiency in KYC (Know Your Customer) practices would be a plus • Strong in reviewing agreements and documents