Senior Client Service Officer- Cash Op

Job Description

*Introduction 1Leading the way in International Banking. We support the people and companies driving investment, trade and wealth creation across Asia, Africa and the Middle East. And our heritage and values are expressed in our brand promise here for good. See our Brand and ValuesWe are currently looking for.JOB PURPOSE
• To handle SCB client queries with care and as per the prescribed standards in place.
• To handle corporate Channels (online banking) related queries.
1. Troubleshoot and resolve channels (online banking) issues and errors.
2. To handle documentation related queries for Channels (online banking).
3. To train commercial banking clients on Channels (online banking) - Login, Payment Creation and reporting etc
4. To co-ordinate with internal support teams and stake holder to solve online banking related issue.
• To complete/resolve inquiries correctly the first time to avoid unnecessary repetitions.
• To maintain all agreed quality standards to ensure that customers needs are met all the time & that continued efforts are made to exceed their expectations.
• Decision making as per the Department Operating Instructions and within the timeliness and accuracy standards specified.
• Continuous improvement in productivity to the standards prescribed for the processes from time to time.
• Carryout ad-hoc responsibilities set by respective Team Leader / Managers from time to time.
• Compliance with all applicable rules/regulations of company and Group Policies.
• To take necessary tests and training as per Group and Company Requirements.
• To deliver first class service and efficiency whilst minimizing risk
• To work with the team and Line Manager to meet and exceed service standards.
• Sensitivity to customer complaints and implementation of complaint recording, tracking and closure mechanism.
KEY RESPONSIBILITIES Delivery and Efficiency
• Provide the highest standard of Client Services in response to client enquiries and complaints, so as to create improved, lasting relationships with our clients
• Responsible for client satisfaction with service arrangements and delivery
Process
• Process improvement impacting customer service areas.
• Research and investigation
• Root cause analysis with clients and support teams.
• Preparation of customer information, reporting for management and customers & analysis of VOC s.
• Process improvement impacting customer service areas.
Risk & Control
• Ensure process for client identification is clearly embedded
• Ensure that all control reconciliation activities are conducted in a timely and accurate manner
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Country Money Laundering Prevention Officer and Line Manager.
Skills/Behaviour Standards
• Maintain a professional SCB image through all interactions with clients
• Encourage and foster a congenial working environment where staff at all levels seek achievement through teamwork and operational efficiency.
KEY RELATIONSHIPSWhat is the impact of this relationship on this job Internal
• Head of Client Services Group
• Cash Services Managers
• RM s and Business Managers
• Senior Managers, Managers from other related departments.
• Client Services Managers
Internal To provide direction, consistency and support on Client Services issuesTo resolve interdependencies, prioritiesDaily management of service delivery External
• All OCC and SME Clients for SCB HK
• Key personnel of companies
• Other Banks
External
• Escalation point for service problems
SKILLS/PROFILE REQUIREMENTFor Grading Purposes- Experience/Knowledge Required
• Fluent English and Cantonese speaking compulsory
• Beginner level of cash processing or customer service experience (1-2 years experience)
• Organized and detail orientated
• Computer literate with the ability to learn customer service software applications
• Effective interpersonal and communication skills
• Good questioning skills
• Good analytical and problem solving skills
• Ability to work under pressure
- Profile
• A genuine liking for people
• Enjoy working for and serving others
• Loves to solve problems
• Ability to feel comfortable amongst strangers
• A good listener
• Make themselves understood when communicating with all kinds of people
• Pleasant disposition and able to control feelings that may create conflict
• Sensitivity towards people and ability to show compassion or empathy
• High self-esteem and confidence level
• Proactive rather than reactive
• A sense of belonging to a group of people or place
• A general sense of trusting others
• Strong social need
• Lead by example, being the Right Partner
-Complexity/Judgment
• Able to analyze the clients perspective in various situations and determine positive or negative behaviour for opportunities to gain agreement
• Able to apply questioning skills for in-depth analysis attitudes, situations, problems and priorities to determined optimum strategy on how to deal with them
KEY MEASUREABLES Performance in Key Areas
• Quality Client Services assessments
• Meeting CSG service, productivity, efficiency and risks management goals KPIs and metrics
• Meeting target client base, provision of services is well managed and clients are delighted
• Meeting job objectives
• Creation/maintaining/increasing service excellence through coaching and performance recognition
• Satisfactory Audit ratings
Skills & Training
• Skill sets upskilling product / technical knowledge and soft skills
Behaviour
• Project a professional SCB image through all interactions with clients
• Living the SCB values Courageous, Responsive, International, Creative and Trustworthy
working across different countries and cultures. Apply Now and take the next step in fulfilling your potential.,

Keyskills :
commercial bankingsellingonline bankingkycmutual funds