Knowledge Management Specialist (Contact Centre)
Summary
Maintains and improves a bank’s knowledge base, writes training materials, and analyzes contact-center data to streamline customer support and boost first-contact resolution.
Trust is the first of a new breed of banks in Singapore – digitally native and focused on delivering a delightful customer experience. You will work in a fast-paced and collaborative environment to solve new and interesting challenges each day. Together with our Trust team, you will help shape the future of our bank.
As a Knowledge Management Specialist, you would be able to work on and solve some of the many interesting challenges we are facing, learn new ways of working, and build delightful high-quality experiences for our internal and external customers.
We are seeking a proactive Knowledge Management Specialist to join our Customer Care team. In this role, you will manage and enhance our centralized knowledge repository, develop training materials, and drive process improvements through data analysis. You will collaborate with stakeholders to optimize workflows, improve customer experience, and support strategic initiatives that foster a culture of customer obsession.
The role reports to the Contact Centre Excellence Lead.
Roles & Responsibilities
Knowledge Management
- Develop and maintain the knowledge management system, ensuring timely updates for new product and feature releases and retiring outdated information to keep content accurate and relevant.
- Define and enforce documentation standards and content management guidelines.
- Curate clear, concise, and engaging learning materials to empower team success.
- Manage the full content lifecycle for assigned product verticals, including Help Centre updates and Trust AI regression testing.
Customer Experience & Process Optimization
- Analyze customer needs to enhance interactions and deliver positive experiences.
- Identify broken journeys and inefficiencies through common contact drivers.
- Support in existing and new customer journeys to drive zero-contact processes or first-contact resolution.
- Collaborate with stakeholders to redesign workflows for operational efficiency and excellent customer experience
Data Analysis & Insights
- Perform analysis on large data sets and translate findings into actionable insights.
- Drive data-driven project initiatives and system enhancements aligned with CS strategic objectives.
- Develop, track, and monitor metrics to measure outcomes of initiatives.
Operational Support
- Achieve and exceed Customer Care KPIs while maintaining high standards of quality and service delivery.
- Champion a culture of customer obsession by promoting empathetic, high-quality service and streamlined processes.
- Manage production issues end-to-end, ensuring timely resolution and minimal impact on operations.
- Provide support for additional ad hoc tasks as required.
Role Specific Technical Competencies:
|
Skill |
Target proficiency level |
|
Knowledge of Contact Centre metrics |
Core |
|
Knowledge of Contact Centre metrics |
Core |
|
Writing skills |
Core |
|
MS Office Excel, PowerPoint |
Core |
Our Ideal Candidate:
- University graduate with 1-3 years of banking experience, preferably in a fast-paced contact centre environment
- Good understanding of Banking and Financial products
- Experience in Knowledge Management
- Practical experience in agile/SCRUM methodologies alike
- Knowledge of the Bank’s Control Framework and Governance Structure preferred
- Superior listening, written and verbal communication skills required
- Service-oriented with positive attitude to drive differentiated customer experience
- Good knowledge of MS Office and proficient in related computer applications
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Come as you are! Trust is an inclusive and open-minded workplace. If you are good at what you do and care about doing a good job, that’s what we focus and want from you. So come as you are. 😊
Trust is an equal opportunity employer. We prohibit discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trust are based on business needs, job requirements and individual qualifications, without regard to age, gender, physical ability, race, religion or belief, family or parental status, sexuality, or any other status protected by laws or regulations. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.