Senior Customer Service Officer / Customer Service Officer (Day/Night Shift), (Contact Centre)

Mandatory Reference Checking Scheme (“MRC”) for Hong Kong

The Mandatory Reference Checking Scheme is a framework to facilitate Authorized Institutions (“AIs”) to bilaterally obtain reference information during their recruitment process for certain positions, such that misconduct information in an individual’s previous employments can be provided to AIs to inform their employment decisions.

For information related to MRC Scheme, “Frequently Asked Questions for In Scope Individuals” is published by HKAB/Industry Guidelines (https://www.hkab.org.hk/en/home) or further information will be available upon request, if it is applicable to the position(s) applied.

Country of Location:

China Hong Kong

Job Responsibilities:

• Handle incoming phone, chats and emails enquiries on banking services to customers including product enquiries, general banking services, financial transactions, securities trading and related operations etc.
• Exploit business opportunities and improve product cross-sell ratio through inbound, outbound phone / chats’ interaction and digital banking activities etc.
• Conduct outbound calls to customers for business acquisition and product penetration.
• Achieve service pledges, sales referral target and assigned KPIs.
• Provide regular feedback to management for sales and services improvement.
• Support multiple hotlines for high net worth customer segment.
• Comply with procedures, policies and regulatory requirements to safeguard customers’ and the bank’s interests.
• Comply with anti-money laundering and counter terrorist financing controls in accordance with regulatory standards and CNCBI policies.
• Take accountability for providing excellent service and resolving customer problems promptly and professionally.

Senior Customer Service Officer:
• Support Customer Service Manager to conduct User Acceptance Test on project basis and provide feedback.
• Handle complicated customer inquiries and complaints referred by junior Officers.
• Act as a mentor to provide on the job training to junior Officers.
• Act as Product Champion Representative to deal with relevant counterparts.

China Team:
• Build and nurture the relationship with Chinese customers by proactively rendering best-in-class service and understanding customers’ banking and financial needs.
• Support cross border project driven by Product / Segment owner.

Requirements:

• Secondary education or above.
• 1 year of customer services experience in retail banking is preferable.
• Good telephone manner and communication skills.
• Good command of written and spoken English and Chinese (including Putonghua).

• Preferably possess qualifications for relevant insurance and investment licenses registration.