Greater Vancouver Metropolitan Area
Over 10+ years of financial banking experience with Contact Centre, Branch, Compliance and Operation channels Diplomatic positive approach applicable in any environment and strong commitment to ethical standards. Dedicated, detail-oriented, and resourceful in completing projects
• Provide phone training sessions for the new team members in specific with hard and soft skills; inbound and outbound calls verification requirement; complaint handlings and basic HSBC product knowledge • Assisted with Customer Review Team (RFI team) for language support especially Cantonese and Mandarin RFI inquires by FCC and update all KYC over the phone • Support and provide guidance to the day to day operation of CDD tool to ensure the whole team understand the policy and procedures • Reviewed and analyzed weekly productivity report and provide recommendation and feedback to team leaders in order to achieve the goal by using excel pivot table • Appointed as a team captain to manage the mini team for training and coaching purposes; back up Team Leads as Office in Charge (OIC ) • Proactively conduct trainings such as Low/Medium workflows, product knowledge, KYC requirement, sanctions, lead contacts and QC returns for new staff to ensure their process is running smoothly and up to compliance standard
• Familiar with phone verification process where in line with policies and procedures • Knowledgeable in HSBC banking products and features such as Advance and Premier qualify requirement, types of lending applications, rates of term deposits, types of credit cards and day to day banking services • Identified sales opportunities according to client’s needs over the phone and provide best options for the choices of banking products • Managed inbound calls effectively and efficiently in a complex, fast-paced and challenging contact centre environment • Provided excellent customer service to complex clients calls by keeping up dates KYC information to fulfil regulatory standards policy • Built trust with clients over the phone in which providing a cross sell products to suit their needs • Established rapport with client relationship and earn reputation for delivering exceptional customer service experience • Diplomatic approach to communicate with clients when conducting EDD with accuracy • Addressed and resolved customer complaints empathetically and professionally • Received Customers at Heart – Surprise Recognition Programme Award in Q1 2016
• Reviewed and revised operation procedures and guidelines; maintain vendors, members, and staff lists and other personnel documents • Assisted Finance Manager with accounting files, batch preparation, and data entry tasks • Received and verified invoices from suppliers and prepared payment to vendors • Provided basic information technical support to staff including primary level of troubleshooting • Maintained track record and demonstrate to staff in using various office equipment
• Greeted clients in a professional and courteous manner • Identified client’s needs and interests to provide appropriate services • Proactively promoted in house employment services through distribute flyers, upload information online, visit other service providers • Followed up with clients resulting in increased employed status • Compiled monthly statistical reports of centre visits, number case managed clients, and workshop numbers via MS Excel and Word7
Promoted from Senior Operations Assistant within 8 months of employment • Managed over 1500 customers to provide better banking service efficiency • Consistently achieved sales targets including mortgage, loans, term deposits, credit cards, TFSA accounts opening and Premier referral • Responsible for account opening with day to day banking service • Advised customers in the selection of banking products to fulfil their satisfaction • Communicated with clients to address account related issues, inquires and complaints • Followed up with term deposit and mortgage renewal and solicited new fund • Coordinated with credit department to ensure loans and mortgages funded within the set timeframe • Trained new employees in branch operations and regulations
• Assisted Account Managers in processing cash deposit and withdrawal, issuing bank drafts, term deposits renewal and loan document with accuracy • Responsible for administrative tasks assigned by Account Mangers such as credit card, lending, Premier accounts and investment applications • Provided coverage for Account Managers and identified potential sales opportunities • Responsible for updating daily discrepancy and term deposit reports • Worked as a team to build and achieve sales targets for Account Managers
HSBC Investment Funds (Canada) Inc., Vancouver, BC • Maintained and organized resource lists and databases • Effectively provided administrate support in area of file maintenance • Handled and sorted incoming mails and facsimiles • Supported the staff with administrative tasks