Senior Officer, Contact Centre (Licensed), Consumer Banking
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 IC customer service executive (contact centre)
Builds
Customer experience and retention through one-stop service delivery
Domain
Consumer banking and securities trading
Required skills
Investment regulated activities qualification (Types 1 and 4), credit card operations knowledge, banking services knowledge, problem-solving, operational risk control, compliance adherence
Preferred skills
Experience in call centre or banking industry, fluency in Putonghua, weekend/holiday shift availability
Technologies
Phone systems, live chat platforms, offline messaging tools, email systems
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, escalate customer complaints, maintain operational risk control and compliance
Seniority
Senior, hands-on IC
