Chong Hing Bank

Officer/ Assistant Officer (For Inbound and Outbound) (Ref: PCSD-O-E)

Chong Hing Bank
Full Time
Intermediate (3-6 years)
English, Cantonese, Mandarin (Putonghua)

Job Description

Officer/ Assistant Officer (For Inbound and Outbound) (Ref: PCSD-O-E)

  • Enhance the daily operations of the Centre from time to time in order to increase productivity
  • Supervise the team of Hotline Service Staff to achieve Key Performance Indicators and Service Level of Customer Services Department
  • Supervise the team of Hotline Service Staff/ TM staff to ensure continuous development of sales and customer service provision
  • Handle difficult customers or situations and resolve problems and complaints while maintaining favorable relationship with customers and minimizing any negative impacts on the bank
  • Provide timely customer feedback to our banking services, products, offerings, transaction flow etc. to strengthen our competitive edge in the market
  • Ensure the operation process is fully in compliance with the company's policy and procedures
  • Assist to undertake special assignment / project
  • Give direction to team members, develop the talent of team member and allocate job task to best fit for their talent
  • Monitor service quality and IPQ performance of Hotline Service Staff via Call Monitoring (where necessary)
  • University degree in Business Administration, Marketing or related disciplines
  • Minimum 3 years’ relevant experience in retail banking, with at least 2 years at supervisory level
  • Obtain recognized insurance and securities examinations, e.g. IIQE, FPE (HKSI) or obtained an exempted status
  • Sales and customer oriented, good communication, negotiation and problem solving skills
  • Self-motivated and be able to work under pressure
  • Good presentation and business writing skills
  • Fluent in written and spoken Cantonese and English, good command in Mandarin is a plus

Professional Qualifications

  • HKSI - Any Paper

Technical Skills

  • Complaint Handling
  • Compliance
  • Customer Service
  • Marketing
  • Negotiation
  • Sales