Quality Assurance Officer, Customer Service

4 weeks ago

Central And Western District, Hong Kong SAR China HSBC Full time
Some careers shine brighter than othersIf you're looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.Wealth and Personal Banking (WPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.We are currently seeking a high calibre professional to join our team as a

Quality Assurance Officer, Customer Service.Principal Responsibilities

Do you want to be involved in one of Hong Kong's leading payment services? Established in 1985, EPS is currently a consortium of 20 major banks in Hong Kong, including HSBC and has over 30,000 acceptance locations. You will play a key part in enhancing our customer relationships, whilst supporting new product launches and marketing promotions.About You

We're looking for a motivated and dedicated person, who collaborates well and can build strong and reliable relationships. We are interested in who you are as a person and your potential for the future, as well as your skills and experience today. We want to see our people grow and develop, so that we can support you throughout your career journey with HSBC.Key Responsibilities

Handle irregular refunds, carry out investigations and resolve irregular cases by effective liaison with merchants, vendors, cardholders, member banks and internal departments.Provide a professional enquiry service to customers by handling verbal and written enquiries and resolving complaints in an effective and efficient manner.Support new product launches and marketing promotions by liaising with working parties internally and externally.Collect information from customers and merchants tactfully for identifying and investigating fraudulent and suspicious transactions.Solicit feedback from customers to improve product feature changes and system enhancements.Prepare statistics and management reports on daily operations for ongoing service improvement.Monitor the on-site terminal performance and maintenance service provided by service providers.Support the monitoring of the PPS internet site performance and member banks' and key merchants' systems and provide contingency and recovery support to merchants and acquirers on reconciliation of daily file transmission.Review working procedures and recommend work improvement procedures to increase productivity and operational efficiency.Act as a team lead to provide guidance to junior members.

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