Job Description

Position: E-CHANNEL SERVICE CENTER OFFICER GENERAL DESCRIPTION The E-Channel Service Center officer is a key member in the Client Service Network (CSN) team. He/she is responsible to provide first level Digital Platform support by phone and/or e-mail to Clients. He/she has to analyze and answer/handle the Client\xe2\x80\x99s enquiry/request, as well as collaborate with colleagues from other units in the Bank who are providing second level support for the Bank Digital Platform. KEY FEATURES OF THE POSITION Stakeholder / Client Management

• \xe2\x80\x9cFirst Contact\xe2\x80\x9d for Singapore and Hong Kong booked Clients regarding the Bank\xe2\x80\x99s Digital Platform.
• Analyze and answer/handle the client\xe2\x80\x99s enquiry/request, as well as collaborate with colleagues from other units in the Bank who will provide second level support.

General

• Maintain the knowledge database of the E-Channel Service Center.
• Document and maintain the Client\xe2\x80\x99s requests/enquiries received in the Bank\xe2\x80\x99s ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner.
• Act as Subject Matter Expert 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 work night shift (i.e. 5pm to 2am)
• Provide support as a team also for Hong Kong Public Holidays.

Regulatory Responsibilities &/OR Risk Management

• Demonstration of appropriate values and behaviors including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations

SKILLS REQUIREMENTS OF THE POSITION Personal and Social

• Communication talent i.e. confidently leading a discussion, managing conflict situation, efficient and goal oriented communication style
• Meticulous and efficient working style
• Ability to work under pressure
• Able to work with minimal supervision and a team player
• Proactive, hands-on and solutions-oriented
• Good analytical and problem solving ability
• IT savviness

Professional and Technical

• 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

REPORTING LINE

• Functionally to Head, E-Channel Service Center

FURTHER INFORMATION

• Region/Division: COO / COO Asia
• Location: Singapore

Job Type: Full-time
Contract length: 12 months Salary: $3,000.00 - $4,000.00 per month Benefits:

• Additional leave
• Health insurance
• Parental leave
• Professional development

Schedule:

• Monday to Friday

Supplemental pay types:

• 13th month salary
• Overtime pay
• Performance bonus

Experience:

• Call center: 3 years (Required)
• Banking: 3 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Expected Start Date: 03/05/2023

• Health insurance