Assistant Vice President, Contact Centre, Consumer Banking Group 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 cross-buy initiatives and efficient issue resolution.
Domain
Consumer Banking / Financial Services
Required skills
Investment regulated activities qualification (Types 1 and 4), credit card operations knowledge, banking services knowledge, shift work adaptability, English (fluent), Chinese (fluent), Putonghua (advantage)
Preferred skills
Experience in call centre or banking industry, problem-solving, proactive communication
Technologies
Phone systems, live chat platforms, offline messaging tools, email systems
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
