Assistant Request For Information and Customer Due Diligence Manager - Hang Seng Bank (HK)

Job description

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Assistant Request For Information and Customer Due Diligence Manager

Channels Management - Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking a high caliber professional to join our RBWM Customer Contact Centre as Assistant Request For Information and Customer Due Diligence Manager to provide customer services and risk management support services.

Principal responsibilities

· 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
· Collaborate with the key stakeholders, in particular, branches, relationship managers, risk investigators and Financial Crime Compliance on risk management control matters
· Participate in the RBWM Global Standards projects and ad hoc risk management projects

Desired profile

Qualifications :

Requirements

·  University Degree / Diploma in related discipline with relevant experience and professional qualifications
·  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

(Candidates with less experience will be considered to be Request For Information and Customer Due Diligence Officer)