Contact Center Rep III - Direct Investing

Contact Center Rep III – Direct Investing

High School diploma, Undergraduate degree and/or
1+ years relevant experience
Mandarin & Cantonese required
Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns
Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
Digital literacy across a broad range of devices (e.g., smartphones, tablets, laptops, headsets, etc.)
Flexibility, resiliency, and a positive attitude when responding to challenging situations
Integrity when managing sensitive customer information in alignment with Regulatory and Compliance guidelines related to servicing and sales practices
Expertise in a variety of sales and service-related activities to provide customers / partners with support on transactions, activities, and product

Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
Identify customer needs and determine solutions to customer problems
Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
Offer comprehensive product knowledge and/or guidance as it relates to their respective business area
Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs
Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
Support the timely and accurate completion of business processes and procedures
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest