Vietnamese Interpreter

• Responsible for handling telephone or video calls on demand and renders meaning of conversations in the consecutive mode of interpretation between speakers of Mandarin and English.
• Processes information quickly and concisely, recognizes sensitive cultural differences, and is professional and courteous at all times.
• Use appropriate industry terminology and understands common industry procedures and practices.
• The calls may involve simple or complex, non-technical or technical subjects in Healthcare, Government, Insurance, Finance, Utilities, Travel and Hospitality, 911 emergency services, Law Enforcement, Courts, and General Business.

• Perform Telephone dunning of delinquent accounts and negotiate with borrower for acceptable repayment plans in a proper professional manner
• Strong ability to negotiate, persuade and convince customer to pay i.e. quick thinker and versatile when customers try to avoid payment
• To manage and achieve Key Performance Indicators (KPIs) such as daily productivity standards in terms of number of calls, contacts, promise to pay (PTP), kept promises (KP) and money collection
• Manage delinquent accounts to prevent control flow through of accounts and to achieve targeted delinquency number.
• Review and initiate cost-effective collection and recovery avenues to maximize recoveries and minimize losses
• Able to recommend and execute appropriate collection / legal / restructuring actions for recovery of debt and minimise credit losses.
• Review and assess suitability of customer eligibility under Bank's financial relief or forbearance program / Credit Counselling Singapore (CCS) Debt Management Program (DMP)
• Review accounts for cancellation and give instructions to panel solicitors to issue Arrears Letter of Demand (ALOD) / Letter of Demand (LOD).
• Ensure that collection actions compliant with regulatory and corporate guidelines. This includes follow up actions are in compliance with regulatory and bank’s internal policies.
• Handling email correspondence with both external customers and internal stakeholders.
• Attend to customer and update latest contact details.
• To review for putting up requests for transfer payments / reversal of Annual Fees / Late / Finance charges
• Preparation of reports / analysis in terms of KPIs / delinquency number
• To carry out all other duties assigned from time to time by management.

• To handle incoming calls, email & live chat from customer pertaining to various enquiries.

Short Overview of Job Responsibilities

Customer Service Advisor (CSA) jobs continue to be on the rise as more businesses are being engaged through social media platform. CSA responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities of this social media in order to provide customers’ satisfaction on high quality advertisement and promotions.

Responsibilities:

• Responsible to resolve customer queries in a timely and accurate way through inbound call, email or live chat
• Identify customer needs and assist them in using specific features and functionalities in the social media platform
• Follow-up with customers to ensure their technical issues are resolved
• Become and remain knowledgeable about social media products and community standards
• Use market-specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
• Identify inefficiencies in workflows and suggest solutions
• Enforce social media Terms of Use by carefully monitoring reports of abuse on the site
• Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
• Recognize trends and patterns, and escalate issues outside the company policy to the global team