Cardmember Maintenance Inquiry Analyst

• Updating cardmember account information
• Replying by written correspondence in English or Chinese to cardmember requests
• Review, analyze, and process account maintenance requests from cardmembers or other internal stakeholders
• Turn each and every correspondence into a relationship-building experience
• Maintain subject matter expertise and knowledge by proactively engaging in production service delivery
• Maintain flexibility in accordance with business requirements, specifically shift support/working hours
• Resolving the customer enquiries end to end with an innovative and creative approach
• Handling a wide range of general and sometimes complex inquiries and problems including account balance, disputes, Membership Rewards, interest calculations
• Understand, determine and anticipate customer needs and present solutions as appropriate
• Support changes that will be implemented out of business needs, adjustments to company policies, process
• Team player with a desire to meet and exceed expectations

• Degree holder preferred or a minimum of 1-year relevant experience
• Excellent written and verbal communication, listening and probing skills
• Self-sufficient and self-motivated work ethic
• Strong organizational skills and ability to work as part of a team to achieve goals
• Proven experience with negotiating/problem solving
• Ability to work within a busy and demanding team environment
• Strong interpersonal and networking skills
• Commitment to the highest level of customer service
• Analytical and problem-solving skills
• Ability to identify and act on issues which may impact this customer experience
• Ability to manage own priorities
• Ability to maintain composure under pressure in a demanding environment
• Required languages – English. Cantonese / Mandarin will be an advantage
• Delivers to our customers and shareholders
• Works well in teams and co-operates across departments
• Builds and leverages relationships

Cantonese / Mandarin will be an advantage

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid or onsite arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities