• Provide on-demand helpdesk support to customers and channels on REFLEX/cash MANAGEMENT related transactions, products or services
• Provide seamless, effective and timely delivering of customer resolution on issues received
• Collect and channel feedback to Product team & Central Process Improvement Circle for enhancement to improve customers’ experience & service delivery
• Lead/support merchant onboarding process - documentation, registration & maintenance.
• Execute required operational task and provide operational expertise to team

• Execute operational task that require functional expertise or skills
• Able to handle exceptional/complex cases from various channels to ensure SMOOTH PROCESSING
• Good critical thinking skill to continuously improve service delivery & work proactively with other stakeholders to ensure service at it’s optimum level/per sla.
• strong knowledge in CASH management (reflex) and processes to handle any issues / investigations 
• to lead/assist circle lead in sla performance monitoring, reporting & complaint management.

bau activities

• Attend, investigate & resolve 2^nd level customer/RHB branches/GTB/3^rd party inquiries related to TB cash MANAGEMENT products, systems (REFLEX) & transactions (local & foreign) – handling COMPLEX inquiries and ESCALATIONS VIA calls, emails & CRM (ONXY), per stipulated SLA.
• lead/assist in GTB merchant on-boarding process (FPX, DD, JOMPAY), related enquiry, registration REQUEST, documentations & safe keep (audit purposes).
• ASSIST THE CIRCLE LEAD/HEAD IN MANAGING THE TEAM (PEOPLE / PROCESS).
• liaison/FULLFILMENT TEAM between CCC, Group Operations, Group Technology & other stakeholders within GTB for cash service issue related matters & initiatives
• Handle/manage cUSTOMER service delivery complaints related to TB cash product and services.
• lead/assist circle lead/HEAD in handling REFLEX system outage & time OUT TRANSACTIONS/incidents – responsible on the communication mode to impacted customer’s.
• Provide business/service support to CCC & BRANCHES on TB CASH MANAGEMENT related products & services/REFLEX developments
• assist circle lead/HEAD In Tracking of volumes, SLA review/monitoring, and other customer delivery KPI (i.e. csat, nps)
• ASSIST CIRCLE LEAD/HEAD IN providING support/INPUT in TB PRODUCT/PROCESS migration activities– i.e. work with Product, IT, PayNet, CCC on client service/delivery migration activities
• Review/analyze/investigate REFLEX cash transactions reported under the CBOP report/review by RHB Group Regulatory Reporting/BNM.
• Understand, comply & keep abreast with bank, compliance, risk, market regulations & policies related financial/banking operations and services i.e. PDPA, BAFIA, FSA, FEA, AMLA & more.
• Comply with TB internal procedures & policies that governs customer data protection & confidentiality.