PT Customer Care Officer - Retail Banking and Wealth Management

Job description

Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential.

Our wealth management businesses help high-net-worth and ultra-high net worth individuals and their families to grow, manage and preserve their wealth. We're rapidly expanding our client-facing and investment-focused teams in Retail Banking and Wealth Management and Global Private Banking in China, Hong Kong and Singapore, and are interested in speaking with high-performing individuals.

We are currently seeking a high caliber professional to join our team as PT Customer Care Officer .

Principal responsibilities

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​ Coach and monitor call performance of the team to ensure efficient and high quality service.

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Monitor the productivity of the team, share best practices, arrange training and encourage the team to give suggestions on how to stream line operations.

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Handle enquiries, resolve complaints from merchants and cardholders via phone in relation to the operations and promotional activities of EPS various products.

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Prepare statistics and management reports, analyze customer feedback for service improvement.

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Support new product launch and marketing promotions by liaising with working parties internally and externally.

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Investigate irregular transactions and arrange refund settlement with card issuing banks, merchants and customers.

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Identify issues and root causes, draw implications on service improvement and recommend actions for operational areas of the team.

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Monitor the on-site terminal performance and maintenance service provided by service providers.

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Support the monitoring of PPS internet site's performance and member bank's or key merchants' system and provide contingency or recovery support to merchants or acquirers on reconciliation file daily transmission.

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Prepared to work on shift basis from Monday to Sunday as required, including Public Holidays between 9am to 10pm

Desired profile

Qualifications :

Requirements

·  ​Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education holder, or holder of associate degree, higher diploma or degree from a tertiary institution
·  Relevant working experience in Banking or Customer Services.
·  Have good telephone manner, customer focused and good communication skill.
·  Have good problem solving and negotiation skills, good planning and organizing skills, able to work independently and under pressure.
·  Is self-motivated, possesses good leadership to guide a team of staff.
·  Proficient PC in common software such as Microsoft Word, Excel and PowerPoint and internet operating skills, with good knowledge of computer security.
·  Strong written and spoken English, Cantonese and Putonghua, along with Chinese typing skills

You'll achieve more when you join HSBC.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

HSBC 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.