Top-Tier French Global Bank looking to enroll an eBanking Client Support Officer for their Wealth Management Team. The incumbent will be supporting the HK Front Office processing client’s instructions, preparing client communication letters and providing other administrative duties. The team is also responsible for eBanking support, such as the eBanking token set up and administration, and hotline for eBanking issues. A successful candidate must be able to speak fluently in Cantonese.
FO Control The team is responsible for performing independent call back confirmation with clients for various client instructions (outgoing payments and asset transfers, change of static data, etc) and will need to work closely with Front Office to maintain client satisfaction. The team will need to perform the independent call back promptly so as not to delay the processing of the instructions by the other downstream departments. The staff needs to exercise good judgement on handling time sensitive transactions/ events while keeping risk control and preventing fraud as a priority, and be able to escalate issues.
eBanking Hotline Support The team is responsible for setting up eBanking access for our clients and the issuance of the eBanking tokens. The team is also required to answer client queries on the bank’s eBanking and other Digital solutions and if clients have issue with their eBanking access, help to perform 1st level troubleshooting of the client’s eBanking issues and escalate the issue to IT Support for resolution.
FO Support The team will also need to support the Front Office in the preparation of various client communication letters as an effort to streamline and improve the quality and efficiency of the process. This includes the preparation, validation and issuance of client reference letters, audit confirmation letters and preparation of ad-hoc statements and any other client letters where required.
Others The team is also required to help prepare weekly management reports for Overdue KYC tracking and liaising with other stakeholders to submit their reports in a timely manner. In addition, the team is also required to contribute to the implementation of Permanent Control policies and procedures in day-to-day business activities via KSP requests, regular procedure reviews, process deficiencies, etc. Where required, the staff will also need to participate in projects and user testing for new system implementations.
Good communication skills towards handling of external and internal clients are required.
Prior client facing working experience in the financial/ banking industry is preferred.
A good understanding of back office asset transfer procedure, knowledge of account opening and maintenance, or supporting eBanking set up and hotline will be advantageous.
Ability to escalate, take decision on time sensitive transactions/events while keeping risk control / fraud as a priority.
Capacity to quickly adapt, understand varied and complex banking systems and procedures.
Fluent in Cantonese and Mandarin language is a strong advantage.
Strong MS Excel skills and is able to use expert functions like Pivot Tables, VB Macros, etc is preferred