Senior Officer, Contact Centre (Licensed), Consumer Banking
Core
First point of contact for customers via phone, email, social media, and chat to handle product/service enquiries, securities trading orders, and IPO applications.
Role type
Senior Customer Service Executive (Licensed)
Builds
Customer experience and retention through one-stop service and cross-buy initiatives
Domain
Consumer Banking / Financial Services
Deliverable
client delivery
Required skills
Investment regulated activities licensing (Types 1 and 4), credit card operations knowledge, banking services knowledge, problem-solving, operational risk control, compliance adherence
Preferred skills
Securities and Futures Ordinance experience, Putonghua fluency, weekend/holiday shift availability
Technologies
None stated
Responsibilities
Respond to product and service enquiries, process securities trading orders and IPO applications, implement inbound cross-buy initiatives, meet call volume and service level scorecards, attract and retain customers, report and escalate customer complaints, maintain operational risk control and compliance
Seniority
Senior, hands-on IC
