Perform operational inspection functions of specialized departments including but not limited to: Collection (COL), Telesales, Loan Processing, Customer Service (CS), etc.. Specifically:
+TC COL:Listen to all TC call recordings (Tele-Collector) to ensure that the call script is performed in accordance with regulations, as well as that TC satisfactorily resolves situations arising during the call, in accordance with COC standards.
+FC COL:Recheck all cases where FC is conducted to ensure compliance with process requirements.
+Loan file processing:Check E2E loan file processing flow (automatic - manual) to ensure compliance with issued product policies and professional guidance regulations.
+TeleSales:Relisten to all TC call recordings Sales team via phone (depending on scopes of TLS) to ensure compliance with professional guidelines and that situations arising during calls are resolved satisfactorily.
+CS:Listen back to all call recordings of the CS Department to ensure compliance with call standards, and that customers are supported/resolved with requests or feedback in accordance with regulations.
Receive and handle complaints from departments related to customers loan applications & as well as review the entire loan application processing process to provide E2E professional assessments to support the resolution of arising cases or when requested.
Provide data and reports to evaluate team quality periodically weekly/monthly/yearly & Deduct and submit to the specialized department for the purpose of quality control, improving the operational efficiency of the specialized department.
Actively coordinate with the BPs to find ways to improve the operating cycle, improve the quality of the team, automate the operational process based on the results of inspection and quality assessment of the unit.
Perform other ad hoc tasks as assigned by the management level.
Job Requirement
At least 2 years of experience working at a Bank or Finance Company in the following operations: Quality control/assurance Measurement Investigation and fraud control Internal control
Have knowledge and understanding of the majors Operational risk management/control Process improvement Operational innovation.
Know how to analyze and synthesize data to prepare reports or build processes Professional skills will be a big advantage.
Proficient in MS Office (Word, Excel, Power Point)
Good communication, negotiation and problem solving skills
TPBank is a bank of Vietnam. It was founded on 5 May 2008, TPBank inherits technological expertise and financial strength from its strategic shareholders, including DOJI Gold and Gems Group, FPT Corporation, MobiFone Corporation, Vietnam National Reinsurance and SBI Ven Holding Pte. Ltd, Singapore
