Top-tier European private bank is looking to hire someone who has call center experience for their customer service team. He/she is responsible to provide first level ebanking support by phone and/or e-mail to Clients. He/she has to analyse and answer/handle the Client’s enquiry/request, as well as collaborate with colleagues from other units in the Bank who are providing second level support for the Bank Digital Platform.
Job Description:
- “First Contact” for Singapore and Hong Kong booked Clients regarding the Bank’s Digital Platform.
- Analyse and answer/handle the client’s enquiry/request, as well as collaborate with colleagues from other units in the Bank who will provide second level support.
- Maintain the knowledge database of the service center.
- Document and maintain the Client’s requests/enquiries received in the Bank’s ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner.
- Act as SME for a specific focus area e.g. Authentication, Trading, Payments etc.
- Ensure activities performed are in compliance with relevant regulations and internal policies.
- Strong commitment to quality service and a desire to drive innovation and continuous process improvement initiatives.
- Support the clearance of Long Form Deficiency and signature verification of Operational Documents such as Corporate Action Reply Letters, Subscription of Private Equity Documents, Investment Related Forms etc.
- Support any ad-hoc tasks / requests as assigned from time to time.
- Required to ocassionally work night shift (i.e. 5pm to 2am)
- Provide support as a team also for Hong Kong Public Holidays.
Requirements:
- Degree with at least 3 years of related banking working experience
- Previous experience in client service or call centre is preferred
- Good understanding of Banking and financial products
- Also able to handle verbal and written communication with clients whose main languages are Mandarin or Cantonese
