Principal Responsibilities
- Handle customer contacts received through 400 Hotline inbound calls, provide customer sincere and professional telephone enquiries.
- Answer customer enquiries, execute customer instructions and requests, handle customer complaint, and provide account maintenance service and other related business.
- Work closely with other team members to deliver and maintain a high standard of telephone banking service.
- Handle individual loan customer (check customer support docs provided, communicate with customer on the doc quality, initial investigate the doc base on the standards, feedback & explain customer the results from BU & Credit, etc.)

Job Dimensions
- Ensure the prompt reply and correctness of every inbound/outbound call, timely update and follow up pending case.
- Take note of customer feedback and build good customer relationship.
- Follow and ensure working procedures are complied with regulatory requirements and bank policies.
- Ensure awareness of relevant regulatory, compliance requirements and control standards.

Education and Relevant Experience
- Colleague graduate or above (major in Banking/Management/English preferred).
- 3 years working experience in banking industry customer service.

Functional / Technical Competencies
- Good communication skills with a pleasant-sounding voice, and good telephone courtesy.
- Fluent Mandarin speaking (Cantonese & English speaking is preferred).
- Logical thinking, problem solving, efficient working, and good presentation.
- General knowledge of Excel & Office.