Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel

We are currently seeking a high calibre professional to join our team as an Assistant Manager, Wealth & Personal Banking - Contact Centre and Remote Channel.

In this role you will:

• Handle inbound calls and provide high-quality service to Top-tier customers by effectively resolving their enquiries, and deliver professional written communication via digital service channels to ensure a high level of customer satisfaction
• Interpret and analyze customer enquiries from vocal and digital channels to understand their needs while actively listening to provide tailored recommendations and offer appropriate financial products, 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

To be successful you will need:

• Higher Diploma or above
• Proficient in written and spoken English and Chinese, Mandarin is an advantage
• Proficiency in navigating through multiple digital platforms and applications with minimum typing speed of 30 words per minute in Traditional Chinese
• Candidates should be computer literate and capable of using and navigating through multiple computer systems and applications
• 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

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