Job Description: 

• “First Contact” for Singapore and Hong Kong booked Clients regarding the Bank’s Digital Platform. 
• Analyse and answer/handle the client’s enquiry/request, as well as collaborate with colleagues from other units in the Bank who will provide second level support.
• Maintain the knowledge database of the service center. 
• Document and maintain the Client’s requests/enquiries received in the Bank’s ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner.
• Act as SME for a specific focus area e.g. Authentication, Trading, Payments etc.
• Ensure activities performed are in compliance with relevant regulations and internal policies.
• Strong commitment to quality service and a desire to drive innovation and continuous process improvement initiatives.
• Support the clearance of Long Form Deficiency and signature verification of Operational Documents such as Corporate Action Reply Letters, Subscription of Private Equity Documents, Investment Related Forms etc.
• Support any ad-hoc tasks / requests as assigned from time to time.
• Required to ocassionally work night shift (i.e. 5pm to 2am)
• Provide support as a team also for Hong Kong Public Holidays.

Requirements: 

• Degree with at least 3 years of related banking working experience
• Previous experience in client service or call centre is preferred
• Good understanding of Banking and financial products
• Also able to handle verbal and written communication with clients whose main languages are Mandarin or Cantonese