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Dispute Management Specialist

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ABA Bank

ABA Bank is one of Cambodia's premier banking institutions. Founded in 1996 as the Advanced Bank of Asia Limited, ABA was originally set up to provide commercial banking services to a limited number of corporate clients. Today, ABA is an independent, SME-focused, mid-sized commercial bank with a multi-branch and multi-city network spread across Cambodia and offers full-service banking facilities to Cambodians from all walks of life. ABA's branch network currently extends to 10 nationwide, with seven of those located in Phnom Penh. There are also branches in Siem Reap, Battambang and Kampong Cham. In 2011, ABA opened its flagship premier banking branch in downtown Phnom Penh to service its corporate and VIP clients. A winner of Asian Banking & Finance Magazine's 2011 Retail Bank of the Year award, ABA prides itself in offering some of the most technologically advanced banking services in Cambodia. It also offers a unique personal banking experience to corporate and retail customers. Having serviced the corporate and retail banking sectors in Cambodia successfully for a number of years, in 2011 ABA Bank turned its attention to the 'microbusiness' sector - its aim is to provide the best service and financial terms and conditions to Cambodia's small and medium size enterprises (SMEs).


Job details

Job title: Dispute Management Specialist
Job code:
Salary Type:
Sector: Private Sector
Industry: Banking/Financial Service
Minimum salary: 0
Maximum salary: 0
Job Level:
Job type:
Country: Cambodia
Location: Phnom Penh
Job Category/ Job Function: Customer Service, Supervisory and Management
Description:

Job Description

She/he is responsible for managing, allocating and solving any sorts of dispute occurring on ATMs, Cash-in, Internet Banking, Mobile Banking & OTC.

 

Location

  • Head Office, Phnom Penh (1 post).

 

Duties and Responsibilities

  • Receiving complaints/disputes from customers via Contact Center, Branch, NBC and/or other interactive channels.
  • Conciliating disputes between service providers and consumers to help them find resolutions.
  • Managing and allocating the dispute(s) to right & dedicated teams (sections).
  • Identifying key issues arising from a dispute, and gathering and analyzing relevant information.
  • Undertaking formal investigations.
  • Using bank system and knowledge, actively investigate customer complaints in a timely and effective manner.
  • Every dispute is required to be checked and verified no later than 24 hours upon receiving.
  • Investigating and escalating to the right and dedicated team.
  • Very accurately verify the disputed amount before credited back to the dispute raiser (customer).
  • Contacting customers to inform them about the dispute resolution cycle, Or asking for information & supporting documents.
  • Reporting immediately on any urgent case(s) which is required to be fixed to comply with bank operation and policy or fulfill customers’ needs.
  • Keep customer informed about the resolution and/or feedback every 24 hours.
  • Ensuring that all disputes are received and acknowledged by the complaint owner and keep complainant (complaint raiser) the progress of resolution.
  • Highly securing the customer’s confidentiality.
  • Preparing reports and other assigned tasks.
  • Well managed all the dispute records.
  • Produce monthly, quarterly and yearly report.
  • Provide sub-tasks.

 

Skills and Specifications

  • Excellent communication skills in English and Khmer (verbal and written) and interpersonal skills with the ability to influence outcomes.
  • Knowledge of information technology.
  • Attention to details and critical thinking skills.
  • Skills in supporting business development planning, documentation and implementation.
  • High level analytical skills with the ability to think literally and the flexibility to be able to work in an environment of change.
  • Team-working spirit and able to work independently.

 

How to apply

  • Interested and qualified applicants should submit only your updated covering letter and CV stating the position you apply for with current photo (4x6) through our E-mail: recruitment@ababank.com
  • Note:  For more vacancies please visit our website: www.ababank.com if the above job advertisement doesn’t meet your career goal.
Status: Approved
Deadline: 2019-01-07 17:00:00
Premium job: No
Employer: ABA Bank
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