Officer / Senior Officer, e-Banking Client Service, Transaction Banking (Contract)

Mandatory Reference Checking Scheme (“MRC”) for Hong Kong

The Mandatory Reference Checking Scheme is a framework to facilitate Authorized Institutions (“AIs”) to bilaterally obtain reference information during their recruitment process for certain positions, such that misconduct information in an individual’s previous employments can be provided to AIs to inform their employment decisions.

For information related to MRC Scheme, “Frequently Asked Questions for In Scope Individuals” is published by HKAB/Industry Guidelines (https://www.hkab.org.hk/en/home) or further information will be available upon request, if it is applicable to the position(s) applied.

Country Of Location:

China Hong Kong

Job Responsibilities:

• Support post implementation customer callback, and handle e-Banking services related enquiries, reported problems & requests from both internal & external customers.
• Handle the customer complaints or investigation requests from related support departments, include but not limited to Operations, Service Quality & Compliance.
• Liaise and work with required support departments, including but not limited to IT & Operations teams in processing customer requests, investigating & following up customer reported problems and testing system fixes, within expected timeline & quality.
• Play the role as maker in preparing e-Banking client service support related monitoring & tracking reports, and also assist in preparing adhoc reports to management when required.
• Assist in preparing and/or reviewing e-Banking services client support materials, including but not limited to user guides, training videos and relevant procedure documents.
• Participate in BCP and other bank wide emergency drills if necessary, to ensure required verification is done accordingly.
• Comply with anti-money laundering / counter terrorist financing requirement and sanction risks controls in accordance with regulatory standards and CNCBI policies.

Requirements:

• • Degree holder in Business Administration or related disciplines preferred 
• • Preferably 1-2 year’s hands-on experience in client service and client handling
• • Experience in e-Banking services support, with sound technical knowledge is an advantage.
• • Good interpersonal and communication skills and self-motivated.
• • Good command of written and spoken English and Chinese (including Putonghua).