Quality Assurance Officer, Customer Services - 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.

Retail Banking and Wealth Management serves millions of customers worldwide with a complete range of banking and wealth management services to enable them to manage their finances and protect and build their financial futures. It is a global business that brings together management responsibility for Retail Banking, Wealth Management, Insurance and Asset Management with a focus on customer-centric propositions and innovative and efficient distribution channels.

We are currently seeking a high caliber professional to join our team as Quality Assurance Officer, Customer Services .

Principal responsibilities

· Handle enquiries, resolve complaints from merchants and cardholders through emails and letters in relation to the operations and promotional activities of EPS various products.
· Coach and monitor call performance of the team to ensure efficient and high quality service.
· Prepare statistics and management reports, analyze customer feedback for service improvement.
· Create and maintain letter templates, Questions and Answers in both English and Chinese to support the Customer Services team in answering customers' enquiries.
· Support new product launch and marketing promotions by liaising with working parties internally and externally.
· Investigate irregular transactions and arrange refund settlement with card issuing banks and merchants.
· Monitor the on-site terminal performance and maintenance service provided by service providers.
· Support the monitoring of PPS internet site performance and member bank and key merchant system
· Provide contingency and recovery support to merchants or acquirers on reconciliation file daily transmission.

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
·  With 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 Personal Computer 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.