PT Bank SeaBank Indonesia

1. Customer Operations Agent, SeaBank

Deskripsi Pekerjaan :

• Melakukan standar dan prosedur yang berlaku dalam berkomunikasi dengan nasabah.
• Memproses permintaan nasabah, mengklarifikasi informasi, dan menyelesaikan setiap masalah untuk memberikan alternatif solusi terkait.
• Mendokumentasikan semua interaksi dengan nasabah di Call Center Database (Customer Relationship Management), untuk digunakan lebih lanjut jika diperlukan.
• Membentuk dan menciptakan hubungan yang baik dengan nasabah.
• Menindaklanjuti keluhan/masukan dan menjadi penghubung atas keluhan/masukan yang disampaikan nasabah untuk ditindaklanjuti (baik langsung dilakukan di tempat maupun dieskalasi ke unit terkait).
• Menjaga dan meningkatkan kualitas pelayanan dengan mengikuti pedoman agar memenuhi standar kualitas yang tertuang dalam Standar Operasional Prosedur.

Persyaratan :

• Memiliki pengalaman di bidang Customer Operations, Customer Service, Call Center atau posisi lain yang berkaitan.
• Minimum pendidikan gelar Diploma dari semua bidang studi.
• Bersedia bekerja dalam shift.
• Memiliki pengalaman dalam menanggapi pertanyaan nasabah secara tepat waktu dan akurat. Baik melalui telepon, e-mail, dan live chat.
• Memiliki kemampuan untuk beradaptasi/menanggapi berbagai jenis karakter.
• Keterampilan komunikasi dan presentasi yang baik.

Penempatan :

• SeaBank cabang Solo – Solo Paragon Mall, Lt. GF Jl. Yosodipuro No. 133, Mangkubumen, Kec. Banjarsari, Kota Surakarta, 57139, Jawa Tengah 

2. Team Leader Collection Support QA

Job Description :

• Evaluate all documents and work papers related to quality checking in the Collection & Asset Recovery Division.
• Monitor the precision and accuracy of the QA implementation process.
• Review all reports related to billing code of ethics verification reports for internal and external parties.
• Examine the reports related to the results of the code of ethics examination.
• Provide recommendations based on inspection results to trainers and related functions in the Collection & Asset Recovery Division.
• Coordinate with partners regarding QA findings.
• Monitor the progress of implementation of improvement plans by partners based on QA findings.
• Review and evaluate team performance, provide learning opportunities or training, and taking corrective action, for the team to work with maximize your potential.
• Prepare each team performance report weekly, monthly, yearly to support evaluate future team performance.

Requirements :

• Minimum bachelor’s degree from any fields.
• Minimum 4 (four) years of experience in similar role at banking or related industry
• Able to operate Microsoft Office, particularly PowerPoint & Excel.
• Understands BI regulations, OJK regulations, and other regulations related to banking activities

3. Team Leader Desk Collection (HO)

Job Description :

• Provide guidance and coaching to enhance team members’ skills and productivity.
• Managing, evaluate and monitor team performance.
• Ensuring compliance with regulations and implementing strategies to maximise collection efficiency.
• Create report for collection activities and check the accuracy of billing results reports.
• Receive escalation of questions/complaints/cases from agents to ensure problems are handled according to applicable procedures.
• Collaborate with other departments to enhance overall collection strategies.

Requirements :

• Minimum Diploma Degree from any field
• Minimum 2 years of relevant experience from banking or financial services industry
• Strong communication and leadership skills.
• Proficient in Microsoft Office (especially PowerPoint and Excel)
• Understand the laws and regulations from BI, OJK, and other regulators related to banking activities 

4. Collection & Asset Recovery Trainer

Job Description :

• Create the Collection Team’s training work plan (including curriculum & training materials, making quiz, written tests, and roleplays), also creating the training reports to be submitted
• Ensure the training program is completed according to the timeline and requirements standardized
• Follow up on QC results to fulfill the training needs
• Analyze training results on a regular basis to be submitted to management, to find out which parts need to be improved or strengthened
• Update with any new banking products
• Validate SOP flow process

Requirements :

• Minimum Bachelor’s degree graduate
• Minimum 3 years of experience as Collection/Asset Recovery Training
• Great public speaking is a required skill
• Understands regulations & procedures related to the banking industry
• Able to operate Microsoft Office