Assistant Manager, Wealth & Personal Banking - Contact Centre Business 助理財富及個人理財經理—客戶服務中心

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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities, digital channels and platforms. The value of Contact Centre Business continues to grow as it nurture collaboration and improved financial services provision across a broad range of our business areas.

滙豐客戶服務中心的業務奠定及鞏固滙豐於香港銀行業的領先地位。客戶服務中心透過多種方式，包括電話及數碼平台等渠道，為全球數以百萬的客戶提供全面且優質的銀行服務，致力滿足客戶不同的財務需求，以確保業務發展成功。客戶服務中心亦不斷促進滙豐眾多業務間的相互合作，從而提升其金融服務水平。

We are currently seeking a high calibre professional to join our team as an Assistant Manager, Wealth & Personal Banking - Contact Centre Business 助理財富及個人理財經理 — 客戶服務中心.

Principal Responsibilities

Duties

• Handle inbound calls from Premier Customers. Provide quality services and resolve customer’s queries
• Listen to our customers, understand their needs, and recommend appropriate financial 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

職責
 

• 處理滙豐卓越理財客戶的來電咨詢，提供高質素服務，盡力解答客戶查詢
• 聆聽並理解客戶需要，以提供適合的產品及服務，解決他們的疑慮
• 協助高級客戶服務經理管理及指導團隊，提升其專業水平和才能，同時輔助及引領團隊提高效率和績效
• 妥善處理及跟進客戶投訴，適時處理疑似詐騙個案
• 配合業務方向及所有監控和服務規定，實現個人績效目標和發展
• 遵守銀行相關程序、政策和監管要求，以保障客戶及銀行的利益

Employee Benefits

• Competitive salary package with quarterly bonus
• Overnight shift allowance/ Transportation allowance
• 5-day work week, but you should have the flexibility to work on shift duties (including overnight, weekend and public holidays)
• 24 days paid annual leave plus additional leave such as marriage, birthday and maternity/ paternity leave
• Medical and dental coverage for you, your spouse and children
• Staff housing loan up to 100% of the valuation or purchase price
• Employee banking services including loans, credit facilities, and credit cards
• Progressive career development opportunities

員工褔利

• 良好的薪酬待遇及額外季度花紅
• 通宵工作津貼/ 交通津貼
• 五天輪班工作﹙於週末及公眾假期工作或有機會通宵工作﹚
• 24天有薪年假及額外有薪假如婚假、生日假、產假或侍產假
• 醫療保險及牙科福利保障您本人、配偶及子女
• 員工物業按揭貸款，貸款額可達物業估價或售價100%
• 各種銀行服務及產品的員工優惠，包括貸款、信貸、信用卡
• 理想晉升機會

Requirements

• Proficient in written and spoken English and Chinese, Mandarin is an advantage
• 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
• 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

職位要求

• 流利廣東話及有良好中英讀寫能力，懂普通話更佳
• 具備三年或以上的客戶服務經驗，持有銀行、金融機構或客戶服務中心經驗為佳
• 需持有投資牌照（香港證券及投資學會卷一、卷七及卷八）及保險牌照 (保險中介人資格考試卷一、卷二及卷三）
• 良好客戶服務技巧，致力為客戶提供優質服務。善於溝通及具備解決問題的能力
• 熟悉零售銀行和財富管理產品
• 相關資歷較淺的應徵者將會被考慮擔任高級財富管理及個人銀行業務主任職位

You’ll achieve more when you join HSBC.
www.hsbc.com/careers

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. We particularly welcome applications from people with disabilities, ethnic minorities and individuals returning to the workplace following a career break or retirement, as these groups are currently underrepresented within the financial services industry.

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.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

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