Customer Services Officer (i-Teller) - Channel & Transaction Management

Position Summary

The role will support supervisor to manage staff, handle daily operation and assist the Customer Services Representatives in handling customer enquiries and complaints.

Responsibilities

• Assist Customer Services Representatives in handling customers’ enquiries and complaints
• Provide first-class customer service which meet the standards / requirements / guidelines prescribed by all concerned regulators as well as the Bank
• Recommend products and services to meet the needs, risk profiles and affordability of customers whom will be provided with clear and accurate information and kept informed throughout and after the sales process
• Provide professional and appropriate advice in the best interests of customers and with regard to their unique circumstances
• Offer customers reasonable barrier-free alternative in changing products, switching providers, submitting a claim or launching a  complaint, and explain relevant arrangement, fee and penalty, if any
• Respond to customer feedback in a timely fashion and follow through on our promises to customers without delay
• Foster a customer-centric culture by treating everyone with dignity, respect and fairness, and ensuring each customer receives the best possible service
• Conduct call monitoring to maintain high services quality;
• Monitor and ensure the proper operation of the voice recording system;
• Ensure standardized practice in disclosing products and services information, features, risks, fees and charges to customers throughout and after the sales process.

Requirements

• HKCEE/HKDSE or above, with 5 subjects including English, Chinese and Mathematics, at Grade E / Level 2 or above
• Preferred to have passed HKSI Paper 1,7, 8 or equivalent and IIQE (Paper 1, 2, 3) (not mandatory)
• Preferable over 3 years experience in banking sector cover the following:
• Sound knowledge on banking products and services;
• Independent, self-motivated, and detail-oriented;
• A team player with good communication skills and risk awareness;
• Good PC knowledge;
• Good command of both spoken and written English and Chinese, fluent in Putonghua is preferred