E-CHANNEL SERVICE CENTER OFFICER (call centre agent- 6 mths contract)

About the role

Position - E-CHANNEL SERVICE CENTER OFFICER (6 mths contract for maternity cover) My client is a top tier Private Bank. ROLE PROFILE: The E-Channel Service Center officer is a key member in the Client Service Network (CSN) team. He/she is responsible to provide first level Digital Platform support by phone and/or e-mail to Clients. He/she has to analyze and answer/handle the Client's enquiry/request, as well as collaborate with colleagues from other units in the Bank who are providing second level support for the Bank Digital Platform. KEY FEATURES - "First Contact" for Singapore and Hong Kong booked Clients regarding the Bank's Digital Platform. - Analyse and answer/handle the client's enquiry/request, as well as collaborate with colleagues from other units in the Bank who will provide second level support. - Perform independent verification of client's instructions - Perform Independent Call Back to clients for High-Risk Transactions as a form of anti-fraud deterrence - Co-ordinate & ensure smooth and timely delivery of client's instructions/documents between two processing locations (SG and HK) - Process Closure of Accounts and all their related requests - Support quarterly Periodical Fee processing - Perform Signature Verification for non-account life cycle related documentation - Process new, renewal or termination of Bankers Guarantee for credit card clients - Assist to prepare quarterly updates of the Bank's Authorized Signatory List to various counter parties - Prepare Audit Confirmation & Custody Declaration for clients' auditors and external asset managers (EAM) respectively - Maintain the knowledge database of the E-Channel Service Centre. - Document and maintain the Client's requests/enquiries received in the Bank's ticketing tool, keep control over the issues list and see through each issue to closure in a timely manner. - Act as Subject Matter Expert for a specific focus area e.g. Authentication, Trading, Payments etc. - Ensure activities performed are in compliance with relevant regulations and internal policies. - Strong commitment to quality service and a desire to drive innovation and continuous process improvement initiatives. - Support the clearance of Long Form Deficiency and signature verification of Operational Documents such as Corporate Action Reply Letters, Subscription of Private Equity Documents, Investment Related Forms etc. - Provide support as a team also for Hong Kong Public Holidays. -Demonstration of appropriate values and behaviors including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations. -Previous experience in call Centre and/or call back experience is preferred Work location: East, next to Expo MRT

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