Analyst, Specialist, Contact Centre, Corporate Banking

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Objective

• Interface with internal / external customers to handle inbound/outbound/digital channel customer queries and resolve clients' service requests related to any one of the Corporate Banking products g. Cash, Loan Corporate Account, Online Banking and Trade Finance Services, etc.
• Partner with internal various teams to resolve all customer queries / requests and ensure SLA are dully met.

Principal Responsibilities

• Deliver consistent excellent inbound / outbound / digital services over the telephone or non-phone means to internal / external customers on corporate banking products in an effective, efficient and quality manner to achieve total customer satisfaction and KPIs.
• Ability to understand customers' needs and provide appropriate solution and attention.
• Provide advisory service / insight to cope with customer needs, if needed.
• Solicit customers' feedback and identify problem trends for improvement actions.
• To record, track and coordinate the resolution of all customer queries.
• To adhere to professional standards of behavior & conduct in dealing with customers & fellow CSOs.
• To cross-sell digital solutions to customers.
• Work closely with Team Leader/ Team Head, product owners or business to identify the areas of improvement based on customer enquiries landscape.
• Handle ad-hoc projects or customer issues analysis

Key Accountabilities

• Provide excellent customer service by addressing customer inquiries, concerns, and requests.
• Meet or exceed productivity, quality and other targets.
• Deliver accurate and timely resolution to customers.
• Ensure all customer interactions are properly handled and documented.
• Troubleshooting problems and collaborating with team members and stakeholder to address customer issue.
• Ensure compliance of the Bank Policy, other statutory and regulatory requirement.

Relevant Experience

• Minimum 3 years of Corporate Banking customer servicing
• Familiarity with Cash and Corporate Banking products in a financial institution
• A pleasant voice, positive telephone manner as well as attentive listening, writing and communication skills.
• Good command of oral and written English, Cantonese and Mandarin
• Proficient in PC skills including Microsoft Office applications.

Functional / Technical Competencies

• Direct experience within business operations, sales, or management environment in Corporate Banking
• Demonstrate ability to provide outstanding client service at a senior level.
• Demonstrate excellent communications and interpersonal skills with ability to build strong client relationships.
• Demonstrate effective presentation skills, comfortable with audience of senior level professionals.
• Independent, proactive and self-motivated
• Demonstrate change management capability and being innovative.
• Good Problem-Solving Skills

Education and Professional Qualification

Degree or Polytechnic diploma holder (experience in Customer Service environment would be advantageous)

Apply Now

We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognises your achievements.

We regret only shortlisted candidates will be notified.

Location:
Two Harbour Square

Job:
Customer Service

Schedule:
Regular

Employee Status:
Full time