About this role
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