Senior Associate

5 months ago

London, United Kingdom Bank of China Full time

Personal Banking department oversees debit and credit card operations, and provides back office support to the Bank's branches. As a Senior Associate - Mandarin Speaking, you will be responsible for assisting with the running of the Call Centre to meet customer services targets. You will be responsible to ensure that calls are answered and queries are dealt with within the agreed timescales and in a professional manner. This is a full time permanent position.

**Key responsibilities**
- Perform ongoing review of the customers’ queries to ensure all requirements have been met
- Ensure customers’ needs are understood and appropriate solutions are provided
- Escalate enquiries and issues when required
- Complete call logs and reports
- Consistently deliver quality service to customers to ensure customer satisfaction
- Collect customers’ feedback and make recommendations for improvements
- Documenting trends in customer calls
- Comply with the Bank’s procedures and processes manual at all times
- Liaise with relevant departments within the Bank

**Requirements**:

- Degree educated in Finance, Economics or Accounting
- Experience within the Financial Services industry and proven track record in similar business stream
- Relevant professional qualification
- Good knowledge of Retail Banking procedures
- Report writing skills
- Customer service experience
- Good MS Excel skills
- Team player
- Excellent English and Mandarin communication skills

Having a presence in the UK for more than 90 years, Bank of China London Branch has been providing an excellent financial service to the market and maintain its competitive edge as an international bank operated in the UK. It has employees in over 33 countries, and it is one of the most internationalised overseas branch in the Bank of China Group. The Bank values the diversity of its employees and aims to create an inclusive environment where everyone can speak up and enjoy the equal opportunities to grow both personally and professionally.

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