Get to know our Team:
The Customer Experience – Service Excellence & Optimization (Financial) team is part of the Regional CE team focused on bringing superb customer experience for Grab’s financial services across the region. CE SEO(Fin) works in close collaboration with Grab Financial Group (GFG) to deliver Grab’s vision to build the best mobile financial services platform for the people of SEA. The team has oversight of the finance-related CE processes ranging from Payment services, Digital wallets, Lending, Insurance & Rewards.
Get to know the Role:
- As the Regional Go-to-Person, card industry Subject Matter Expert to in-country CE teams on GrabPay card processes and troubleshooting and resolution advisor to customer issues
- Work hand in hand with CE teams (Team leaders & agents) to provide 1st contact resolution
- Educate, train and share market best practices to CEFI and CE teams on credit card industry, issuing, acquiring, merchant payment processes
- Identify existing process gaps as surfaced and support SEO (F) process experts, Product managers in issue investigations, case escalations, or stakeholder feedbacks
- Understand Grab business verticals and current CE Financial processes
- Support Head of SEO (Financial) and team in Grab Financials Group’s new product launches and on-going process improvements and transformation across the region
- Maintain a Customer first attitude
The day-to-day activities:
- Respond to non-BAU case inquiries on GrabPay Card from CEFI Ops teams regionally on a daily basis
- Conduct training and assimilation programs for newly hired / existing CEFI agents/team leaders
- Share, educate CE on Card industry practices, industry languages, scheme card policies and standard operating procedures
- Quality check CEFI agents to ensure adherence to pre-defined customer issue handling SOPs and to be the consultant for any exceptional cases or deviations
- Work directly with Team Service Champions, Country Operations leads, product owners and internal stakeholders for escalations, investigations, consolidate training materials in knowledge base.
Qualifications & Experience:
- Bachelor’s Degree in Business Administration or related disciplines
- >7 years’ managerial experience in the card industry, from issuing or acquiring organizations or card schemes, in customer service or operations roles
- Solid in-depth understanding of end to end credit/debit card ecosystem, transaction processing and economics
- Familiar with card industry dispute and chargeback processes and scheme rules
- Knowledge on digital wallet landscape across the SEA countries is preferred
- Regional Customer Service experience in financial industry across SEA markets is preferred
- Have an open mind and willing to impart and share knowledge with Grabbers from different countries and backgrounds
- Excellent communication and interpersonal skills
- Customer-centric and attention to detail
- Training experience is a plus
- 40 - 50% travel required
