AVP Teller and CSR Supervisor

Job Description

• The role of Teller and CSR Supervisor is a branch based customer facing role providing the first point of contact for HSBC customer and are responsible for providing a high quality, personalized, friendly, efficient and customer-driven service by pro-actively identifying and addressing.  Ensuring customer satisfaction is achieved by leading the teams to consistently deliver excellent service.
  1. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible and by keeping up to date on training and internal communications
  2. Understand customer needs and offer relevant products, services and solutions.
  3. Supervise all the services in CSC & Call Center to be compliant with policies and regulations
  4. Main vault management according to the "Guidelines for Important Documents and vault Management"
  5. Track customer deposits and withdrawals through the counter and operate CTR (Currency Transaction  Report) reporting if any.
  6. Actively encourage customers to close their accounts whenever the opportunity arises
  7. Follows up on customer complaints with internal departments or other teams to resolve issues.
  8. Carefully review and question customers regarding the customer information and transactions and escalate any cases doubtful to prevent any AML or Sanctions issues. 
• This role holder has a responsibility for contributing to overall FIO(Financial Information Offering).
  1. To input data requested by the governmental agency and institutions on FIO system without any errors or miss in time.
  2. Work with internal stakeholders collaboratively to improve processes and ensure that due procedures and quality standards are strictly adhered to

Qualifications

• Experiences in banking institution are preferable, especially HSBC WPB.
• Communication skills to understand customers’ demands clearly and to identify what to be done in order to satisfy the demand.
• The basic knowledge of transactions varying from Deposits, Funds Transactions and Loan.
• Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Capable of utilizing document programs such as Microsoft Excel and Word.
• Takes responsibility for achieving individual key performance indicators & WPBMT’s objectives whilst maintaining appropriate operational risk control and compliance in all activities