Senior Officer/Officer, Contact Centre, Corporate Banking

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.

Responsibility

- 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

Requirement

- Degree or Polytechnic diploma holder (experience in Customer Service environment would be advantageous)

- Minimum 2 years track record of Corporate Banking customer servicing is a plus point.

- 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.

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.