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