- Awareness and understanding of the Group's business strategy and model appropriate to the role.
- 充分了解和认知集团的业务战略和定位模式
- Awareness and understanding of the wider business, economic and market environment in which the Group operates.
- 充分了解和认知集团业务经营范围所处的商业、经济和市场环境.
- 向客户提供优质的电话银行服务,按要求完成每天日常工作任务,并达到电话销售和服务的工作指标。
- 维护客户关系、向现有和潜在客户提供卓越的服务体验及客户咨询服务,积极挽留客户.
- 通过拨打外线电话积极支持产品和服务推广活动,完成销售和服务目标.
- 充分了解客户的情况及金融需求,并根据客户需求提供合适的产品.
- 抓住交叉销售的机会,向现有和潜在客户介绍产品和服务.
- 解决客户的投诉或不满,了解客户反馈以持续改善服务质量.
- 参加产品部门的培训,并时刻更新自己的产品/活动信息确保传递给客户正确信息.
- 通过参加定期的简报会议和培训获得有关产品的知识和服务的技巧.
- 通过理财产品考试并且参加后续教育,取得销售各个产品的资格证书.
- 通过证券投资基金从业资格两个科目考试并获得相关资格证书.
- 遵守你在呼叫中心工作职责的相关程序及控制的要求以及部门的员工行为守则
- 遵守与你在呼叫中心工作职责的相关程序及控制的要求。(适用于所有级别职员).
- 遵守所有适用的反洗黑钱程序,尤其是向反洗黑钱专责职员和直属上司报告任何可疑活动.
- 遵守所有相关的政策和程序,包括所有监管规条,本地及集团的要求.
- 不得进行违规交易和误导销售,所有交易操作必须遵守部门及银行工作程序.
- 展示模范行为,并按照集团的价值观和行为准则执行.
- 承担个人责任,嵌入渣打银行的最高道德标准,包括监管和商业行为。包括理解和确保在文字和精神上遵守所有适用的法律、法规、准则和集团行为准则.
- 带领团队成员实现行为原则中所要求的结果:【公平对待客户;有效的金融市场行为;合规的处理金融犯罪;正确的环境】.
- 有效且配合地识别、报送、避免和解决风险、行为规范和合规问题.
- 充分了解消费者权益保护的重要性,防止损害消费者的最佳利益,实施与消费者权益保护相关的监管要求.
- 理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求.
- 跟上本地问责法律法规的发展,以有效地确保并强化内控.
- 审慎勤勉地履行岗位职责,以个人或团队成员的身份,为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力.
- 对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任.
- 配合任何关于违反监管规定的调查或审查,例如,问责审查.
- 正确履行管理职责,并确保内控的效率.
- 对负有管理和/或领导责任的事项引起或相关的违反监管规定事件或风险,承担相应责任.
- 为内控失效造成的重大损失负责.
- 员工需遵循由其直属经理所指派的除上述工作职责外的任何工作内容和任务.
- 请注意以上工作范围和职责描述将于每年订立年度工作目标时进行回顾,并由直属经理和员工于必要时进行修订和达成一致.
- Academic or Professional Education / Qualifications: 大专或以上学历
- Bank training: CCC TS Day 1 Readiness Training; 渣打银行理财产品培训并获得产品销售资格证书
- Languages; Mandarin; English
- 良好的英文读写能力, CET-4或CET-6合格优先
- 从事金融工作1年以上优先
- 具备良好的诚信记录及职业操守
- 熟悉理财业务活动及理财产品销售相关的法律法规
- 优先选择具有1-2年金融产品客户服务或销售工作,并具备证券投资基金从业资格的人才
- 主动并具有积极的工作态度
- 能够承受压力 &勇于接受挑战
- 熟练操作电脑及办公应用软件
- 善于处理人际关系及良好的沟通技能
- 良好的英文读写能力, CET-4或CET-6合格优先
- 优先选择具有1-2年金融产品客户服务或销售工作,并具备证券投资基金从业资格的人才
-
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描述
Role Responsibilities
Strategy
Business
Processes
Risk Management
Regulatory and Business Conduct
Other Responsibilities
Our Ideal Candidate
Role Specific Technical Competencies
