Officer, Customer Services (Contact Centre - General Banking)

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