CE-AF Retention Officer

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Customer Engagement Officers are responsible to deliver exceptional customer service through inbound and outbound call activities, supporting customers with inquiries and requests related to Credit Cards, CashPlus, and Unsecured Loans, while actively identifying opportunities for cross-selling relevant products and services.

Key Responsibilities

• Handle inbound and outbound calls professionally and efficiently, ensuring a positive customer experience.
• Handle customer inquiries on Credit Cards, CashPlus, Smart Pay, Annual Fees and Unsecured Loans, including account information, product features, and application status.
• Perform cross-selling of financial products and services based on customer needs and eligibility.
• Ensure accurate and timely documentation of customer interactions in CRM systems.
• Follow up on pending documentation and application requirements via email and phone.
• Adhere to compliance, data privacy, and operational guidelines.
• Escalate complex or unresolved issues to the appropriate teams for further handling.
• Meet individual and team KPIs, including service quality, productivity, and sales targets.
• 5 days’ work week, overtime applicable whenever required by Management.

Additional Requirements

Develop, Engage, Execute, Strategise

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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