Client Support Expert (Shanghai branch)

Компания "Банк ВТБ (ПАО)"

Principal Responsibilities:

Client support

• acting as main point of contact between the bank and the client, ensure the needs of client are met in a timely and satisfactory manner;
• maintain client relationships;
• implement customer service policies and standards;
• address and resolve customer complaints and issues;
• coordinate with cross functional teams to improve customer service experience;
• manage client lifecycle management, such as account maintenance, KYC update, account annual inspection etc.

Hotline call

• manage large amounts of incoming phone calls;
• identify and assess customers’ needs to achieve satisfaction;
• build sustainable relationships and trust with customer accounts through open and Interactive communication;
• provide accurate, valid and complete information by using the right methods/tools;
• meet personal/customer service team targets and call handling quotas;
• handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution;
• keep records of customer interactions, process customer accounts and file documents;
• follow communication procedures, guidelines and policies;
• take the extra mile to engage customers.

Client onboarding

• perform corporate client onboarding process, e.g. customer onboarding, account opening, KYC review as well as with administrative and organizational tasks;
• filling banking forms (Chinese and English language);
• direct communication with international clients concerning the collection and validation of various client documents;
• analysis of documentation requirements, verification and administration of client documents, creation and execution of Excel tables and PowerPoint presentations;
• ability to analyze and work with complex enquiries and important volumes;
• support in process analysis and changes.

Requirements:

• having Chinese citizenship;

• readiness for relocation to Shanghai;

• fluent in Russian speaking and writing. Bachelor degree in related field preferred;

• holding ТРКИ-4 Сertificate (Russian language);

• excellent communication and leadership skills;

• good to have transactional banking product and client lifecycle management;

• customer orientation and ability to adapt/respond to different types of characters;

• competent in handling of MS-Office applications in particular Excel;

• excellent time management and organizational skills with attention to detail;

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