Officer, Specialist, Contact Centre, Corporate Banking Operations

China, Beijing Branch; Hong Kong; On-site; HKD 240,000 - 360,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Communication skills

Interpersonal skills

Problem solving

Customer service experience

Analytical skills

Job description

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Job Objective

Deliver excellent post-sales customer service and handle customer telephone, e-mail, and digital channel enquiries-including cash management products, system support, investigations, information requests, and transaction monitoring on corporate banking products-in an effective and efficient manner to achieve total customer satisfaction and key performance indicators (KPIs).

Job Responsibilities

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.

Job Requirements

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.

Location: One Island East

Job: Customer Service

Schedule: Regular

Employee Status: Full time