Associate/Analyst, Customer Service Officer (Corporate Banking), Technology & Operations

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. Responsibilities

• Deliver excellent post sales customer service and handle customer telephone / e-mail / digital channel enquiries which include cash management product, system support, investigation/ information request, transaction monitoring on corporate banking products in an effective and efficient manner in order to achieve total customer satisfaction and KPIs.
• Act as focal point of client contact in the overall service relationship, partnering closely with Relationship Management, Product and Technical support team to bring a cohesive support structure and responsiveness to the client.
• Responsible for full and satisfactory resolution of the client requests, include complex cases. To achieve this, he/she needs to coordinate amongst internal stakeholders to ensure action and/or obtain information to provide a response to a client's service request in a timely, accurate and client friendly manner and also to drive root cause where appropriate.
• Be Electronic / Mobile Banking Platform specialist.
• Solicit customers' feedback and identify problem trends for improvement actions.
• To adhere to professional standards of behavior & conduct in dealing with customers & provide support/guidance to fellow CSOs.
• Assist in the overall departmental and client process improvement/ 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.

• Degree or Polytechnic diploma holder
• Minimum 5 years of solid experience in client services within banking, preferably in Premier service or technical support or operations
• Familiarity with Corporate Banking products in a financial institution i.e. cash management, transaction banking, account service and electronic/ mobile banking
• A pleasant voice, positive telephone manner as well as attentive listening, writing and communication skills
• Good command of oral and written English, Cantonese and Mandarin
• Proficient in PC skills including Microsoft Office applications
• Ability to work under pressure
• Able to absorb and maintain large amount of information on products and operations