Officer, Customer Services (Phone Banking - SME)

Job Purpose:

Responsible to handle customer enquiries, feedbacks and instructions through multi-channels (including but not limited to hotline, email, social media) from local SME customer and cross-border SME customer.  Acquire SME business by inbound tag-on or outbound tele-marketing.  Deliver consistent quality services to maintain the image of professionalism.

Main Responsibilities:  

• Achieve SME hotline's service level

• Handle customer enquiries, feedbacks/complaints and instructions efficiently and effectively

• Deliver professional customer service and to meet the required quality standard

• Support marketing campaigns enquiries, campaign registration and business referrals

• Support outbound telemarketing or tag-on / cross-sell products to enhance services and generate business revenue for the Bank

• Achieve all objectives set by Management from time to time

• Support on-the job training / attachment to train-up new staff

• Comply all internal guidelines, legal and regulatory requirements when delivering job duties

Incumbent Requirements:

• Secondary education with minimum 3 years’ relevant experience preferably in customer services of banking industry

• Insurance and / or investment license preferred; and possession of related regulatory qualifications and competencies are required

• Self-motivated, independent with good communication and interpersonal skills

• Good command of written and spoken English, Cantonese & Mandarin 

Senior Assistant, Customer Information Maintenance (Bank Confirmation)

Responsible areas include direct support to Bank Confirmation Sections and cross section support to all sections of the Department such as Account Investigation and Document Retrieval.   

Main Responsibilities:

• Perform account information enquiry and prepare reports for Bank Confirmation Service

• Prepare voucher, advice and G/L for banking transaction, fee collection and account settlement

• Ensure all responsible cases can be completed within deadline

• Occasionally rotate to Account Investigation team to support the enquiry from government bodies include but not limit to Hong Kong Police Force, ICAC and Inland Revenue Department

• Perform administrative duties, review and update departmental operations manual/terminal guideline as assigned by supervisor

• Involves in projects and participation in UAT where required

Incumbent Requirements:

• Secondary education or above

• Minimum 1 year experience in banking operations

• Knowledge in bank operations and customer requirements are preferred

• PC literacy is an advantage

(Candidate with less experience will be considered as Assistant)

Manager, Digital Products & Services

Join our team and play a pivotal role in developing top-tier digital banking solutions that not only meet but surpass customer expectations.

What’s Expected of You:

• Execute business strategies for digital banking channels and other related digital channels, including delivering new or improved digital products/services and enhancements

• Proactively explore new digital banking solutions to address pain points for the both personal and SME customers

• A commitment to creating exceptional end-to-end customer experiences on digital channels

• Involve in project life cycle for digital projects including user requirements preparation, review of User Acceptance test cases and results, preparing customer communication/ internal training, etc

• Initiate marketing campaign to drive digital adoption & usage 

• Strong collaborative spirit and the ability to engage with diverse range of stakeholders

Job Requirements:

• Degree or above with major in Business Administration, Marketing, e-Commerce, Information Technology or related disciplines 

• At least 5-6 years of relevant experience in digital banking service development 

• Experience and knowledge in SME digital banking platform would be an advantage

• Self-starter with good problem solving skills

• Proven ability to be adaptable and with good interpersonal skills

Assistant Manager, Customer Services 

Reporting to Team Head, you will be responsible for identifying, originating and developing client relationships with bankers to understand clients’ objectives and to cross sell products. 

Responsibilities:

• Support Team Head & Relationship Managers

• Maintain communications with clients to assess needs and risk profile, and help deepen clients’ relationship with bankers

• Participate in client meetings with Relationship Managers to acquire relationship management techniques

• Participate in defining target market, analysis of client needs and development of marketing and product enhancement strategies

• Prepare transaction documentation for credit approvals within internal cut-off time

• Gather research and information from a wide range of sources upon which to base the investment decisions

• Assist Relationship Managers to monitor the progress of investments and portfolio structure and provide reporting upon Relationship Managers request within the timeline

• Open accounts, prepare follow up documentation and general instructions within the timeline set by Relationship Managers or by reference to internal standard

• Process credit approvals, investment and deposit transactions in a timely manner, and act as intermediary between clients and operations

• Provide clients and Relationship Managers updated market information or on request and within the timeline set by Relationship Managers

• Attend client meetings to record minutes and produce meeting summaries for client files and its maintenance

• May effect transactions on behalf of clients or inform Relationship Managers/clients of any irregularities according to account documentation or general instruction

To meet the challenge, you should have the following qualifications and attributes:

• Degree holder

• Minimum 4-5 years of banking experience

• Experience for servicing high net worth customers is a must

• Professional licensing qualifications on HKSI LE Papers, 1, 7 & 8 and IIQE Papers 1-3 & 5 or equivalent

• Good knowledge in financial and banking products

• Excellent interpersonal and communication skills

• Proactive, eager to learn and hardworking

• Good command of written and spoken English and Chinese

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