Senior Customer Service Officer - Hang Seng Bank (HK)

Job description

Delivers professional customer service through answering investment, insurance & eBanking enquires via phone, live chat and email for personal customers to achieve committed performance pledges of both phone and conversational banking. Promotes a wide range of financial services to prospect customers with focus on investment and insurance products.

• Performs cross-team support in Customer Contact Centre to ensure the provision of premium phone banking services
• Handles customer complaints properly and performs necessary investigation
• Manages and report suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly
• Ensures all activities are in compliance with the requirement of the Bank and regulatory authorities Diploma or Degree Holder; or a pass in HKCEE including Math's plus Chinese or English or be a holder of HKDSE with relevant working experience will also be considered Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 a MUST Proven experience in retail banking / phone banking /conversational banking experience; with exposure to call center operations & knowledge of Investment and insurance products a must Willing to work shift hours
• Strong customer service and sales orientation, with good communication and problem solving skills High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
• Proficiency in both English and Chinese, with fluency in Putonghua an advantage Good knowledge of application software including English and Chinese typewriting