Senior Officer/Officer, Contact Centre, Consumer Banking Operations
Core
First point of contact for customers via phone, email, chat, and social media to handle product/service enquiries, securities trading orders, and IPO applications.
Role type
Senior Customer Service Executive (Contact Centre)
Builds
Customer experience and retention through one-stop service and cross-buy initiatives
Domain
Consumer Banking / Financial Services
Deliverable
client delivery
Required skills
Problem solving, cross-buy initiative implementation, customer complaint handling, operational risk control, compliance adherence, shift work adaptability
Preferred skills
Securities and Futures Ordinance (Types 1 and 4) qualification, credit card operations knowledge, Putonghua fluency
Technologies
Phone, live chat, offline messaging, email
Responsibilities
Respond to product and service enquiries, place securities trading orders, process IPO applications, implement inbound cross-buy initiatives, meet call volume and service level scorecards, escalate customer complaints, maintain operational risk control and compliance
Seniority
Senior, hands-on IC
