Bilingual Service And Sales Specialist Telefund

Description:

• Provide high quality service to achieve maximum customer satisfactions by resolving the customer query at first contact where possible. Maintains attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner.
• Adhere to call procedures and guidelines.
• Identify and understand customers’ needs, offer suitable solutions and deliver fair outcomes to customers, and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Take ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Work in a high volume fast paced environment, with opportunities to work with many different departments and networks based on business needs.
• Maintain working knowledge of regulations to identify risk or fraudulent activity in order to protect both the customer and the bank.
• Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.
• Ensure branch or work area is maintained in accordance with HSBC standards.
• Promote an environment that supports diversity and reflects the HSBC brand.
• Full time Contact Center environment only (non face to face). Hybrid work model with shift work schedule. Contact Center hours of operation are currently 6:00AM – 6:00PM PT, 8 hour shifts starting from 6:00AM PT. Office hours may be subject to change depending on business needs.
• Complete other responsibilities, as assigned.

Requirements

• Must be fully bilingual in English and Cantonese, Mandarin or French.
• At least 1-year experience with investment knowledge of products within a financial institution.
• Professional appearance and attitude.
• Team player and development minded.
• Ability to learn and operate new software and technology.
• Detailed orientated with good time management and organizational skills.
• Ability to multi-task.
• Previous customer service / banking industry experience an asset.
• Ability to handle large volumes, tight turnarounds and multiple deadlines.
• Some experience with conflict resolution required.
• Ability to work independently.
• Mutual Fund licensing required via completion of: Investment Funds in Canada course; Canadian Investment Funds course; or Canadian Securities course, and Mutual Fund Skills Builders course.