QUALIFICATIONS / EXPERIENCE
61 Matriculated or above qualification
61 At least 2 years work experience in financial institutions, preferably with
experience in Bank or Customer Service area
61 Excellent Telephone manners
61 Excellent communication skills and problem-solving abilities
61 Good organizing and planning skills

KNOWLEDGE & TECHNICAL SKILLS
61 PC literate in MS Office especially MS excel
61 Good communication and listening skills
61 Proficiency in written and spoken Cantonese, English and Mandarin(Individual test will be conducted by CE Manager)
61 Chinese word processing with 25 words per minute
61 Proactive and positive attitude
61 Flexible and able to embrace change and learning
61 Able to deliver on committed actions and deadlines, result oriented

KEY PERFORMANCE INDICATORS
61 Meet the overall key performance indicator (KPI) of advisor / IFA hotlines
61 Meet the turnaround time (TAT) objectives of the assigned processes in
relation to service level agreements (SLA) handling of advisors / bankers &
brokers calls and written requests
61 QA score of call quality
61 Error rate of the assigned tasks
61 Number of complaints/compliments related to the assigned responsibilities
61 Efficiency and productivity of the assigned tasks

EXTERNAL & INTERNAL CONTACTS
61 Advisor
61 Brokers, IFA, Bank Partners
61 Superiors, peers and other department/business units

DECISION MAKING
61 In accordance with the empowerment guidelines and authority