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 - 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.
- Partner with internal various teams to resolve all customer queries / requests and ensure SLA are dully met.
Principal Responsibilities - 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.
- Ability to understand customers' needs and provide appropriate solution and attention.
- Provide advisory service / insight to cope with customer needs, if needed.
- Solicit customers' feedback and identify problem trends for improvement actions.
- To record, track and coordinate the resolution of all customer queries.
- To adhere to professional standards of behavior & conduct in dealing with customers & fellow CSOs.
- To cross-sell digital solutions to customers.
- Work closely with Team Leader/ Team Head, product owners or business to identify the areas of improvement based on customer enquiries landscape.
- Handle ad-hoc projects or customer issues analysis
Key Accountabilities - Provide excellent customer service by addressing customer inquiries, concerns, and requests.
- Meet or exceed productivity, quality and other targets.
- Deliver accurate and timely resolution to customers.
- Ensure all customer interactions are properly handled and documented.
- Troubleshooting problems and collaborating with team members and stakeholder to address customer issue.
- Ensure compliance of the Bank Policy, other statutory and regulatory requirement.
Relevant Experience - Minimum 3 years of Corporate Banking customer servicing
- Familiarity with Cash and Corporate Banking products in a financial institution
- A pleasant voice, positive telephone manner as well as attentive listening, writing and communication skills.
- Good command of oral and written English, Cantonese and Mandarin
- 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