对公业务VIP客服专员/ Client Service, AVP (职位编号：3160143)
德意志银行（中国）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：银行
职位信息
- 发布日期：2017-11-01
- 工作地点：上海-浦东新区
- 工作经验：5-7年经验
- 学历要求：本科
- 语言要求：英语熟练
- 职位月薪：2.5-3万/月
- 职位类别：客服专员/助理 呼叫中心客服
职位描述
职位描述：
Job Description
BASIC INFORMATION
FUNCTIONAL TITLE: Service Manager
CORPORATE TITLE: Assistant Vice President
DIVISION: Cash Management Corporate (CMC)
DIRECT MANAGER: I&S Team Head, Beijing
LOCATION: Shanghai
KEY RESPONSIBILITIES in bullet points
? Maintain high caliber customer service level for all customers
? Ensure compliance with bank and country guidelines
? Error tracking & reporting / Complaint and turnaround time tracking & reporting / Follow up on issues
? Participates in customer calls to address/discuss documentary requirements, where necessary
? Any other duties/tasks that may be assigned from time to time
Customer interactions
？ Maintain contact with customers to ensure DB’s service is up to standard. Assist in the timely consolidation of management information to enable the continuous review of service standards
？ Proactively monitor and take appropriate actions to ensure that expected utilization and penetration levels are met
？ Conduct service reviews for corporate clients based on deep understanding of client's business and their needs. Conduct service quality tracking and provide scorecards to the client. Identify opportunities for service improvement and product cross-sell
Provide customer support
? Manage all service related tasks for CMC clients, transaction payments related inquiries / incomplete instruction / account balance inquiries / missing statements & advices etc
? Arrange account opening, maintenance & closure, periodic review etc, coordinate e-banking trouble shooting and user training
? Liaise and works with customer on documentation that covers account/user setup and other service documentation, work closely with Implementation, Legal and Product Management on procedures/workflow concerning product documentation, negotiate deviations on legal documentation
? Ensures timely and efficient implementation of new/amended customer mandates and e-banking user requirements
SELECTION CRITERIA education and skills, languages etc
? University graduate with 5-8 years relevant banking experience with proven track record
? Strong interpersonal and effective communication skills, a team player with positive attitude and work ethic
? Quick learner with strong analytical & problem-solving skills
? Familiar with regulatory developments and legal environment
? Knowledge of operating systems and processes, front end customer systems as well as cash management business with respect to products and services
? Strong written & spoken English and proficient in MS Office applications
Job Description
BASIC INFORMATION
FUNCTIONAL TITLE: Service Manager
CORPORATE TITLE: Assistant Vice President
DIVISION: Cash Management Corporate (CMC)
DIRECT MANAGER: I&S Team Head, Beijing
LOCATION: Shanghai
KEY RESPONSIBILITIES in bullet points
? Maintain high caliber customer service level for all customers
? Ensure compliance with bank and country guidelines
? Error tracking & reporting / Complaint and turnaround time tracking & reporting / Follow up on issues
? Participates in customer calls to address/discuss documentary requirements, where necessary
? Any other duties/tasks that may be assigned from time to time
Customer interactions
？ Maintain contact with customers to ensure DB’s service is up to standard. Assist in the timely consolidation of management information to enable the continuous review of service standards
？ Proactively monitor and take appropriate actions to ensure that expected utilization and penetration levels are met
？ Conduct service reviews for corporate clients based on deep understanding of client's business and their needs. Conduct service quality tracking and provide scorecards to the client. Identify opportunities for service improvement and product cross-sell
Provide customer support
? Manage all service related tasks for CMC clients, transaction payments related inquiries / incomplete instruction / account balance inquiries / missing statements & advices etc
? Arrange account opening, maintenance & closure, periodic review etc, coordinate e-banking trouble shooting and user training
? Liaise and works with customer on documentation that covers account/user setup and other service documentation, work closely with Implementation, Legal and Product Management on procedures/workflow concerning product documentation, negotiate deviations on legal documentation
? Ensures timely and efficient implementation of new/amended customer mandates and e-banking user requirements
SELECTION CRITERIA education and skills, languages etc
? University graduate with 5-8 years relevant banking experience with proven track record
? Strong interpersonal and effective communication skills, a team player with positive attitude and work ethic
? Quick learner with strong analytical & problem-solving skills
? Familiar with regulatory developments and legal environment
? Knowledge of operating systems and processes, front end customer systems as well as cash management business with respect to products and services
? Strong written & spoken English and proficient in MS Office applications
职能类别： 客服专员/助理 呼叫中心客服
公司介绍
德意志银行在中国大陆的业务
德意志银行最早于1872年进入中国，在上海设立其***家海外办事处。2008年德意志银行在
中国注册法人银行 - 德意志银行(中国)有限公司(“德银中国”)。德银中国是德意志银行的全资
子公司，总部设在北京，并在北京、上海、广州、天津、重庆和青岛设有分行。德意志银行
还在北京和上海设有证券业务代表处。
德银中国现有业务部门包括企业及投资银行部、环球市场部以及财富管理部。
德意志银行最早于1872年进入中国，在上海设立其***家海外办事处。2008年德意志银行在
中国注册法人银行 - 德意志银行(中国)有限公司(“德银中国”)。德银中国是德意志银行的全资
子公司，总部设在北京，并在北京、上海、广州、天津、重庆和青岛设有分行。德意志银行
还在北京和上海设有证券业务代表处。
德银中国现有业务部门包括企业及投资银行部、环球市场部以及财富管理部。
联系方式
- Email：careers.cn@db.com
- 公司地址：地址：span建国路81号德意志银行大厦28层