Customer Service Representative (Multiple Openings)
- Responsible for responding to escalated inquiries and complaints on the most complex products/services and/or from premier customers.
- Resolves the most complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing.
- Communicating with other departments, managers or vendors to resolve customer issues; team lead responsibilities including providing assistance to less experienced representatives;
- Providing one-on-one feedback, coaching and mentoring on performance, training on policies and procedures, new or enhanced services and/or procedural changes ;
- Reviewing the work of and providing guidance to less experienced representatives. Reviews data and reports trends to management.
Market Skills and Certifications
- Experience in customer service, bills, remittance and banking preferred
- Preferably with knowledge on SWIFT, Telex and IntelliTRACS system
- Good in both spoken and written English and preferably with knowledge in Mandarin
- Good investigation and problem solving skills
- Able to work on HK public holidays; under Typhoon and Black Rainstorm situation (with competitive allowance)
- Fixed Shift hours: 0600 - 1500/ 1200 - 2100/ 1600 - 0100
Team members support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company.They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
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