Job description
Some careers have more impact than others.
If you’re looking for a role where you can continue to make an impression, take the next step at Hang Seng where your contributions will always be valued.
Customer Contact Centre
Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.
We are currently seeking high caliber professionals to join our team as Senior Customer Service Officer - Banking Service and Sales, Reporting to Customer Service Manager.
Principal responsibilities:
- 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
Requisitos
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
(Candidates with less experience will be considered as Customer Service Officer)
The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks.
When applying, please submit a full resume and attach your appraisal reports for the last two years. For internal applicants with less than twelve months in their current role, Manager’s endorsement is required. Please obtain and enclose the endorsement in the application. If you have been in your current role for more than 12 months but the behaviour gateway was “No” in the most recent performance assessment, you cannot apply any internal job openings.
You’ll achieve more at Hang Seng Bank Limited.
Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.
Issued by Hang Seng Bank Limited
Nombre del recruiter
Wai Yu Cheung
Email del recruiter
scarlett.w.y.cheung@hangseng.com