Client Care Centre, Service

• Handle inbound calls from all Personal Clients (NTB, ETB) regarding sales, service or transaction requests; fulfil clients’ needs within the same interaction as much as possible

• Educate and steer client for interactions with the bank via online, machine channels

• Maximise Service-To-Sales opportunities where appropriate, either selling directly for simple products or passing lead on to Personal NTB & ETB Sales or Outbound Centre

• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter.

• Ensure all sales pitches are made without no mis-selling

• Do additional tasks related job requirements which assigned by Team Leader/Manager

Activities

1. Service (remote)

• Fulfil all service needs with maximum first call resolution

• Co-browse with the Client in order to assist in resolving issues

• Educate and conduct initial set up for digital banking, …

2. Deep sell/service to sales (remote)

• Suggest solutions Client might potentially need using analytics triggered next-best-conversation; involve Wealth Specialist if necessary

• If conversation requires follow up, inform ETB Sales or Outbound Centre/ Priority Banking Team for action

3. Sale of products to NTB (remote)

• Perform a needs analysis with Clients on receiving calls where appropriate

• Complete sale process on the spot where possible, and involve Specialists where necessary

• If required, hand off client to Personal Acquiring Team for follow up conversation

Risk Management

• No major breach of regulations and non-compliances of Group’s standard in the area of responsibility.

• Participate in and/or support the Bank's effort in combating money-laundering activities.

Must:

- Strong communication skills

- Good English speaking/listening skills

- Don’t lisp

- Calm person, well control emotion

- Work as shifts including night shift (3-4 night shifts/month)

- Ability to work under high pressure

- Adaptability to any changes

Prefer candidates with:

- Banking or customer service background

- Call Centre experience

- Selling skills