Work Location: Cyberport

Responsibilities 

• Handle and resolve customer queries and requests via phone, live chat and email on investment products and services in a professional manner with tactful customer service skills.

• Design FAQs & scripts, prepare SOP and provide training during new product launch or regular review.

• Handle verbal & written customer complaints from customers via phone, live chat and email.  Investigate and resolve complaints with internal departments.

• Collect and analyse feedback from customer and provide Bank product, service and system enhancement suggestions, and follow through the implementation..

• Perform UAT and system testing before launching new products and services.

Coordinate BCP situations with internal stakeholders when necessary.

Requirements 

• 3-8 years’ experience in frontline customer service, experience in investment areas is strongly preferred, more experience will be considered as Associate Manager.

• Holder of HKSI paper 1, 7 & 8 (Econ related majors can waive 7&8).

• Shift duty(night shift) will be required.

• Strong communication skills, and able to work under pressure.

• Good command of written and spoken English and Cantonese, fluency in Putonghua a plus.

Mandatory Reference Checking Scheme

Mandatory Reference Checking Scheme (MRC Scheme) may be applicable for certain relevant positions. It is a standardised reference-checking arrangement that is designed to support the integrity of "authorized institutions" regulated by the Hong Kong Monetary Authority (HKMA). Pursuant to the MRC scheme, our Bank will conduct a mandatory reference check by requesting information from each relevant former and current employer of applicants. For more details about the MRC Scheme, please visit the website of the Hong Kong Association of Banks: https://www.hkab.org.hk/en/page/5/mandatory-reference-checking-scheme-phase-2

Applicants who are not invited for an interview within the 8 weeks after submission of application may assume their applications unsuccessful.  We may review applications received for suitability for other posts within the Company. All personal data provided will be treated in strict confidence and used strictly for recruitment-related purposes only. We shall retain the personal data of unsuccessful applicants for a period of 24 months upon receipt of such application.

ZA Bank, licensed by the HKMA in 2019, is Hong Kong's first and largest digital bank. With 800,000 users as of 30 June 2024, it leads the city's digital banking sector in customer base and deposits. ZA Bank's "Community-Driven" approach actively involves users in product development, resulting in tailored financial services for individuals, SMEs, and Web3 enterprises. The bank offers a comprehensive range of services including banking, investment, insurance, and business solutions. ZA Bank continues to innovate in Hong Kong's financial landscape. It operates as a subsidiary of ZA Global, established in 2017, to explore global fintech and insurtech opportunities.