Quality Assurance Officer, Customer Services - Retail Banking and Wealth Management

Job description

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.

Sales, Distribution and Business Development plays a vital role in understanding and meeting customer needs by offering the right solutions through the right channels to the right customer segments. The team is responsible for implementing distribution strategy, driving the delivery of market leading retail customer experiences and thereby maximising customer satisfaction.

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

Principal responsibilities

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

·
Handle enquiries, resolve complaints from merchants and cardholders through emails and letters in relation to the operations and promotional activities of EPS various products.

·
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 ​

· 
With relevant working experience in Banking or Customer Services.

· 
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

· 
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.