南京招聘

Scope of Role:

· To handle complaints in a professional manner so as to recover customer’s confidence in the Bank and if possible to turn complaints to business; and to safeguard the Bank’s good image in the public;

· To reinforce the Bank’s integrity; and

· To identify and escalate the potential threats and opportunities to the Bank.

Key Responsibilities/Challenges:

· To ensure all daily complaints have gone through sufficient examination, analysis, escalation and reflection, and if possible, rectification by applying the available resources/authority.

· To provide premium service to complainants by maintaining high quality service in the following areas: Ease of contact, Sincere and professional attitude, Prompt acknowledgment and reply (meet pre-defined Service Standards), Proper handling (e.g. offering reasonable and effective solution) and Clear communication.

· To reply customer on offering apologies/explanation &/or compensation, when appropriate, to customers. At the same time, make sure the letter contents comply with various criteria so that the Bank’s interest is safeguarded.

· To identify and report potential threats/frauds/areas that need instant rectification/improvement, and also business opportunities, and escalate them to appropriate parties for follow-up actions.

· To identify business / improvement opportunities and report complaint which require special attention and design of preventive measures to supervisor.

· Ensure timely report and MIS to the supervisor.

· To support on monitoring the daily operations of CRU and identify improvement areas for reengineering to ensure delivery of efficient and high quality service to customers.

· To support and fully comply with MLP and CRM (Compliance Risk Management).

· Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious customer activity, and should report any suspicious activity to the respective Unit Money Laundering Prevention Officer, line manager as well as directly to the Country MLPO in urgent or exceptional circumstances.

· Accountable for implementing and complying with AML requirements when performing duties.

Selection Criteria:

• University degree in Finance or related discipline is preferred.
• With certain years of banking experience preferred.
• Good communication, and interpersonal skill
• Willing to work under pressure
• Proactive, positive attitude, customer oriented, self-motivated & a strong champion of team work spirit
• Good command in spoken & written English

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  渣打是一家领先的国际银行集团，业务网络遍及全球59个最有活力的市场，为来自142个市场的客户提供服务。渣打网络与“一带一路”沿线市场的重合度超过75%。渣打的使命是利用独特的多样性促进商业繁荣和增进人类福祉。渣打的文化传承和企业价值都在品牌承诺-- “一心做好，始终如一（here for good）”中得到充分体现。
  
  渣打集团有限公司在伦敦及香港的交易所上市。
  
  作为扎根中国历史最悠久的国际性银行之一，渣打从1858年在上海设立***分行开始，在华业务从未间断。2007年4月，渣打银行（中国）有限公司成为第一批本地法人化的国际银行。目前，渣打中国的营业网点已覆盖近30个沿海和内陆城市，充分显示了渣打对中国市场的长远承诺。
  
  2021年，渣打银行赢得来自政府、行业机构和媒体颁发的诸多奖项和荣誉，包括： “一带一路”绿色投资原则能力建设领袖奖、广东省金融创新奖三等奖、债券通优秀做市商、CIPS跨境支付结算卓越参与者、《澎湃》年度外资银行、《华尔街见闻》年度卓越外资银行、《彭博商业周刊》年度银行卓越大奖、《21世纪经济报道》卓越大湾区银行、《金融界》杰出风险控制管理奖、《经济观察报》年度卓越零售银行、《界面》年度臻善企业、财富管理获《证券时报》ESG实践天玑奖、《贸易金融》***供应链金融银行、《亚洲银行家》中国***顾客忠诚度项目/应用奖、The Assets***交易银行、***流动资金管理银行、“国际金融论坛”全球绿色金融创新奖、“中国企业社会责任国际论坛”金蜜蜂企业、智联招聘中国年度优选雇主等。