Branch Distribution & Services Department

Customer Experience Manager (at branches) (Job ID: 1380)

Responsibilities:

• To act as the first contact point of customers in a warm and caring manner to ensure their journey with BEA is highly satisfactory
• To understand customers' needs and direct them to the right area of the branch to ensure their needs are fulfilled during their visits
• To evaluate customer preferences and identify opportunities to enhance customer relationship
• To drive fast and accurate transaction processing to serve customers in accordance with standard procedures
• To manage and enhance service quality in the branch
• To keep the branch staff updated on latest product and marketing information
• To mobilize the branch staff to cope with changes in traffic and service requirement
• To address customers’ dissatisfaction and provide alternatives or solutions
• To manage referral sales performance of the branch

Requirements:

• University graduate is preferred
• Minimum of 6 years’ relevant banking experience of which 2 years at supervisory level preferred
• Excellent service mindset and highly customer-focused
• Excellent communication and interpersonal skills
• Strong technical knowledge of retail banking products and services, delivery channels and self-service machines
• Proficiency in computer and tablet/mobile computing devices
• Good understanding of branch operations, policies, procedures, practices, rules and sales compliance requirements
• Good command of both spoken and written English and Chinese, Putonghua a plus

(Candidates with less working experience will be considered for the position of Assistant Customer Experience Manager)