Assistant Manager - Contact Centre and Remote Channel

HSBC

  • Hong Kong
  • Permanent
  • Full-time
  • 2 days ago
HSBC is one of the world's largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through three global businesses: Wealth and Personal Banking, Commercial Banking, Global Banking & Markets. Our network covers 64 countries and territories in Europe, Asia, the Middle East, Africa, North America, and Latin America.We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to achieve your ambitions. Come and work with us and you'll have opportunities to build connections with colleagues and customers worldwide and help build the bank for the future.Some careers have more impact than others.If you're looking for a career where you can make a real impression, join HSBC and discover how valued you'll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.Wealth and Personal Banking (WPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.We are currently seeking a high calibre professional to join our team as an Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel.Principal Responsibilities
  • Handle inbound calls from Premier Customers. Provide quality services and resolve customer's queries
  • Listen to our customers, understand their needs, and recommend appropriate financial services and solutions
  • Assist Senior Team Managers in leading and mentoring the agents to enhance their capabilities and professionalism; and empowering the agents to optimize the efficiency of their performance
  • Handle disputes and customer complaints or suspected fraud cases as and when required
  • Deliver upon quantitative and qualitative key performance indicators, in line with business strategies and regulatory requirements
  • Comply with procedures, policies and regulatory requirements to safeguard customers' and the bank's interests
Requirements
  • Proficient in written and spoken English and Chinese, Mandarin is an advantage
  • 3+ years' relevant customer service experience in banking and financial institution environment/ contact center is preferred
  • License holder of HKSI 1,7,8 and IIQE 1, 2, 3 and compliance with related Continuing Professional Development (CPD) requirements
  • Strong customer service mind-set and high dedication to service excellence. Strong communication and problem-solving skills
  • Sound knowledge of Retail Banking and Wealth Management financial products
  • Candidate with less experience will be considered for a Senior Wealth & Personal Banking Executive role
You'll achieve more when you join HSBC. http://www.hsbc.com/careersHSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.Issued by The Hongkong and Shanghai Banking Corporation Limited.

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