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 Purpose 

Main customer contact point of internal / external customers (especially Financial Institution/ Large Corporate Premium customers) to handle inbound/outbound/digital channel customer queries and resolve clients’ service requests related to any one of the Corporate Banking products e.g. Cash and Corporate Account Services, and Electronic / Mobile Banking Platform.  

Partner with internal various teams to resolve all customer queries / requests and ensure SLA are dully met. 

Tackle complex enquiries to ensure customer enquiries are addressed in timely manner.

Responsibilities

* Deliver excellent post sales customer service and handle customer telephone / e-mail / digital channel enquiries which include cash management product, system support, investigation/ information request, transaction monitoring on corporate banking products in an effective and efficient manner in order to achieve total customer satisfaction and KPIs.

* Act as focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product and Technical support team to bring a cohesive support structure and responsiveness to the client.

* Responsible for full and satisfactory resolution of the client requests, include complex cases. To achieve this, he/she needs to coordinate amongst internal stakeholders to ensure action and/or obtain information to provide a response to a client’s service request in a timely, accurate and client friendly manner and also to drive root cause where appropriate.

* Be Electronic / Mobile Banking Platform specialist.

* Solicit customers’ feedback and identify problem trends for improvement actions.

* To adhere to professional standards of behavior & conduct in dealing with customers & provide support/guidance to fellow CSOs.

* Assist in the overall departmental and client process improvement initiatives.

* Leverage data analytics from various sources (e.g., operations, systems, customer feedback) to generate insights and drive query reduction.

* Handle ad-hoc projects.

Requirement

* Degree or Polytechnic diploma holder

* Minimum 5 years of solid experience in client services within banking, preferably in Premier service or technical support or operations

* Familiarity with Corporate Banking products in a financial institution i.e. cash management, transaction banking, account service and electronic/ mobile banking

* 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

* Ability to work under pressure

* Able to absorb and maintain large amount of information on products and operations

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.