Role overview:
Review RFI and Customer Due Diligence (CDD) requests received and devise the best contact approach to engage customer for information collection
Conduct outbound calls to collect customer information and respective supporting documents for RFI requests and CDD projects
Work on and manage RFI and CDD process from end-to-end and to assure that it meets the Group requirements as well as the compliance and regulatory standards
Act as the first-line to address customer grievances and handle customer complaints regarding RFI and CDD
Fulfill the hotline service standards (SLA) and quality monitoring requirements
Provide customer feedback regularly to improve the RFI and CDD process
Participate in ad-hoc projects and assignments as instructed by the superiors
Ideal Profile:
University Degree / Diploma in related discipline with relevant experience and professional qualifications
Passes in Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 a MUST
Minimum 2 years' retail banking experience, preferably with exposure to retail banking business and knowledge of related regulatory requirements and guidelines as well as experience in conduct outbound customer calls
Strong attentiveness to detail, compliance and control orientation
Strong customer service orientation with good communication and interpersonal skills
Strong PC skills, such as MS Excel and Word will be an advantage
Proficiency in both English and Chinese, and fluency in Putonghua an advantage
Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes