Senior Officer/Officer, 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

1. 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.
2. Partner with internal various teams to resolve all customer queries / requests and ensure SLA are dully met.

Principal Responsibilities

1. 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.
2. Ability to understand customers' needs and provide appropriate solution and attention.
3. Provide advisory service / insight to cope with customer needs, if needed.
4. Solicit customers' feedback and identify problem trends for improvement actions.
5. To record, track and coordinate the resolution of all customer queries.
6. To adhere to professional standards of behavior & conduct in dealing with customers & fellow CSOs.
7. To cross-sell digital solutions to customers.
8. Work closely with Team Leader/ Team Head, product owners or business to identify the areas of improvement based on customer enquiries landscape.

1. Handle ad-hoc projects or customer issues analysis

Key Accountabilities

1. Provide excellent customer service by addressing customer inquiries, concerns, and requests.
2. Meet or exceed productivity, quality and other targets.

1. Deliver accurate and timely resolution to customers.
2. Ensure all customer interactions are properly handled and documented.
3. Troubleshooting problems and collaborating with team members and stakeholder to address customer issue.
4. Ensure compliance of the Bank Policy, other statutory and regulatory requirement.

Relevant Experience

1. Minimum 3 years of Corporate Banking customer servicing
2. Familiarity with Cash and Corporate Banking products in a financial institution
3. A pleasant voice, positive telephone manner as well as attentive listening, writing and communication skills.
4. Good command of oral and written English, Cantonese and Mandarin
5. 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