Corporate Banking Client Experience Specialist

China, Beijing Branch; Hong Kong; Presencial; HKD 240.000 - 360.000; Jornada completa

Descripción de la vacante

One Island East-based team seeks a Customer Service professional to deliver post-sales support, handling calls, email, and digital queries related to cash management products, system support, investigations, and transaction monitoring for corporate banking customers.

The role requires coordinating with Relationship Management, Product, and Technical Support to resolve complex requests, provide timely responses, and drive process improvements through data insights. Full-time position in Hong Kong.

Formación

• Proven experience in customer service, client relationship management, or a corporate banking support environment.
• Strong knowledge and proficiency in electronic and mobile banking platforms.
• Excellent communication, interpersonal, and problem-solving skills, with the ability to handle complex cases and coordinate effectively with internal stakeholders.
• Strong analytical skills with the ability to leverage data to drive process improvements and query reduction.
• Professional demeanor, customer-centric mindset, and the ability to mentor and guide team members.

Responsabilidades

• Act as the focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product, and Technical Support teams to bring a cohesive support structure and responsiveness to clients.
• Take responsibility for the full and satisfactory resolution of client requests, including complex cases. Coordinate amongst internal stakeholders to ensure action and/or obtain information to provide timely, accurate, and client-friendly responses, while driving root-cause solutions where appropriate.
• Serve as an Electronic and Mobile Banking Platform specialist.
• Solicit customer feedback and identify problem trends for improvement actions.
• Adhere to professional standards of behavior and conduct when dealing with customers, and provide support and guidance to fellow Customer Service Officers (CSOs).
• Assist in overall departmental and client process improvement and digitization initiatives.
• Leverage data analytics from various sources (e.g., operations, systems, customer feedback) to generate insights and drive query reduction.
• Handle ad-hoc projects as assigned.

Conocimientos

Communication skills

Interpersonal skills

Problem solving

Customer service experience

Analytical skills

Descripción del empleo

One Island East-based team seeks a Customer Service professional to deliver post-sales support, handling calls, email, and digital queries related to cash management products, system support, investigations, and transaction monitoring for corporate banking customers.

The role requires coordinating with Relationship Management, Product, and Technical Support to resolve complex requests, provide timely responses, and drive process improvements through data insights. Full-time position in Hong Kong.