Responsible for answering customer enquiries, handling personal & corporate customers’ instructions/complaints and acquire business through multiple channels, including but not limited to inbound phone banking, eBanking, Mobile Banking, ATM, emai & social media presence. Deliver consistent quality and one-stop services to customers and achieve objectives set by Management.
Main Responsibilities:
- Delivers consistent quality services, handles customers’ enquiries/ instructions efficiently and provides after-sales support.
- Handle and ensure customer complaints are solved skillfully and effectively.
- Achieve the service standard and objectives set by the Management.
- Acquire business opportunity, refer business to branches and other sales units.
- Handle customer’s applications, transactions and instructions.
- Collaborate with branches & other related business/support units.
- Conduct on job training to the new comers.
- Perform routine clerical duties and daily reconciliation & reporting.
- Comply with internal guidelines, legal and regulatory requirements when delivering job duties.
To meet the challenge, you should have the following qualifications and attributes:
- Secondary education with minimum 1 year's relevant experience preferably in customer services of banking industry.
- Experience in digital services and/or SME corporate client service is preferred.
- Insurance and / or investment license is preferred; and possession of related regulatory qualifications and competencies are required.
- Good communication and interpersonal skills.
- Good command of written and spoken English and Chinese.
- Fluent in Putonghua is highly preferred.
* This position is required to perform shift duty (5 Days work week) Mon to Fri: 9:00am to 10:00pm and Sat: 9:00am to 5:30pm.
This position is an in-scope position under the Mandatory Reference Checking Scheme. Please refer to the FAQs for In-Scope Individuals issued by the Hong Kong Association of Banks for details.
https://www.hkab.org.hk/tc/page/5/mandatory-reference-checking-scheme-phase-2