Job Summary

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The Digital Operations - Specialist is responsible for efficiently managing and enhancing digital transactions, ensuring seamless online services and customer inquiries through various online channels and the CVM website. Reports directly to the Digital Operations Officer and plays a vital role in facilitating daily operations, maintaining excellent customer service, and adhering to established company standards.

Organizational Reporting

Reports directly to the Digital Operations Officer

Specific Duties and Responsibilities

• Conduct Online Transactions: Execute all customer online transactions via the company website and other available online platforms, ensuring accuracy and efficiency
• Daily Reporting: Prepare daily reports summarizing activities and transactions handled, providing insights and data for decision-making
• Branch Concern Management: Address and resolve all branch concerns related to online transactions, including renewals, sangla (pawn), and redemptions; coordinate with the Point Person of the department concerned
• Participation in Meetings and Activities: Attend engagement activities, including companywide events, meetings, team huddles, monthly townhalls, engagement activities, and teambuilding events
• Culture, Engagement, and Communication: Provide regular updates on daily activities, challenges, and opportunities for improvement; review monthly scorecards, semi-annual, and annual performance appraisals; monitor implementation and accomplishment of action plans; report department target achievement status daily
• Lunch Break: Adhere to the scheduled one-hour lunch break as per company policy
• SOP Compliance: Strictly follow all company Standard Operating Procedures (SOPs) related to confidentiality and security; ensure policies, memos, and standards are implemented over area operations
• Office Maintenance: Maintain a clean and organized office environment, promoting a conducive workspace
• Code of Behavior Adherence: Follow the Code of Behavior (COB) as outlined by CVM, upholding ethical standards and professionalism in all interactions and transactions
• Core Values: Promote and model CVM Pawnshop and Money Changer Corp. core values in every action
• Other Assignments: Perform other duties and responsibilities as assigned by the immediate superior or related departments

Accountabilities

1. Ready to Serve

• Complete tools and office supplies
• Updated data for communicating online inquiries
• Updated payments and utilities

1. Execution of MK Best Customer Experience and Core Values

• Compliance with Best Customer Experience Standards
• Actions based on Core Values

1. 100% Achievement of Key Performance Indicators (KPI)

• Execution of branch plan
• Updated branch KPI Scoreboard/Tracker
• Execution of agreed next steps
• 100% working online services

1. Data Security

• Protect digital information from unauthorized access or cybercriminal activities

Job Specification

Education

• At least High School level

Experience

• Minimum 3 years of actual branch operations experience

Skills Requirements

• Advanced knowledge of Microsoft programs (primarily Word, PowerPoint, and Excel)
• Advanced knowledge in digital communications
• Basic knowledge of online communication tools
• Excellent oral and written communication skills
• Ability to organize data and documentations