Banking Industry - Client Care - months contract

RESPONSIBILITIES

• Build and expand client relationship through delivery of high-quality service
• Support Relationship Managers in acquiring, retaining and deepening banking relationship with clients
• Provide internal relief support
• Assist on control environment in International Banking

Sales Support

• Refer clients with banking needs to respective RMs
• Co-ordinate on weekly and monthly sales reporting
• Co-ordinate on promotion campaign 

Portfolio Management

• Handle tagging and retagging customer status (upgrade/regrade)
• Handle conversion of account e.g. sole account to join account, compiling of household relationship
• Monitor the progress of customer's applications and other instruction (both financial and non-financial)
• Co-ordinate and reply to all customers enquire via phone-in or emails
• Support in ensuring RMs attend to their morning excesses report
• Ensure Accurate & Timely submission of account / Wealth document to Branch Ops / Banking Ops

Customer Management

• Ensure proper communication to clients via phone calls/letters when there are changes in RMs
• Regular contact with clients on FD maturity
• Support RM in investigation and documentation of complaints in timely manner
• Assist to affect and monitor progress of clients' service requests 

Risk Management

• Raise STR if necessary
• Forwarding and keeping track of all documentations which require senior managers' approval
• Ensure proper follow up on the outstanding risk, document, and overall control culture in the teams

Administrative

• Raise service request for system access.
• Leave and claims management

REQUIREMENTS

• Minimum 1 year of customer service experience
• The candidate should be proficient in Chinese Language as the position will work with Chinese-speaking customer groups and product function enquiries 
• Proficient in basic PC skills.
• Good communication skills 

Contact Center Management, Client Servicing, Relationship Management, Client Relationship, Customer Relation, Client Servicing Executive