Senior Officer, Virtual Advisory Channel

2 months ago

Hanoi, Vietnam Techcombank Full time

6 May 2024**Senior Officer, Virtual Advisory Channel (40001562)**:

- Category: Retail Banking Group- Job Type:
- Facility: Retail Banking**Job Purpose**:

- Chịu trách nhiệm về:

- Thông qua các kênh liên lạc trực tuyến tới khách hàng onboard, tư vấn sản phẩm phù hợp mang lại trải nghiệm tốt nhất cho khách hàng
- Đảm bảo tuân thủ và giảm thiểu rủi ro trong quá trình xử lý giao dịch hoặc cung cấp sản phẩm/dịch vụ cho khách hàng

**Key Accountabilities (1)**:

- 1. Khách hàng:

- Tiếp nhận khách hàng, tư vấn sản phẩm phù hợp mang lại trải nghiệm tốt nhất cho khách hàng
- Tiếp nhận thông tin khách hàng đến khách hàng trên tàu, tư vấn sản phẩm/dịch vụ qua các kênh ảo phù hợp với nhu cầu của khách hàng và tuân thủ quy trình, chính sách sản phẩm của TCB hoặc giới thiệu lực lượng bán hàng khác để mang lại trải nghiệm tốt nhất cho khách hàng

2. Sản phẩm và dịch vụ: đảm bảo và nâng cao chất lượng dịch vụ, tạo trải nghiệm tốt nhất cho khách hàng
- Cập nhật thông tin về sản phẩm, quy trình/phương châm, chiến dịch MKT, chiến dịch bán hàng và tôn chỉ TCB để cung cấp dịch vụ tốt nhất cho khách hàng
- Tư vấn và thực hiện các giao dịch theo yêu cầu của khách hàng một cách chính xác, toàn diện, kịp thời, tuân thủ quy trình, chính sách và SLA của sản phẩm TCB
- Chăm sóc khách hàng, tiếp nhận và giải quyết các vấn đề của khách hàng
- Đề xuất, đề xuất ý kiến với các đơn vị liên quan để cải tiến sản phẩm, quy trình sao cho hiệu quả hơn

**Key Accountabilities (2)**:

- 3. Hệ thống: tuân thủ quy định ngân hàng và quản lý rủi ro
- Thực hiện mọi hoạt động theo đúng chính sách, quy trình, quy định của ngân hàng.
- Xác định thông tin khách hàng cũng như ghi nhận các tín hiệu cảnh báo trước và sau giao dịch của khách hàng theo quy định của TCB
- Quản lý rủi ro hoạt động theo hướng dẫn của TCB
- Xác định, báo cáo và tham gia vào quá trình xử lý rủi ro
- Tuân thủ quy định của TCB về bảo mật và bảo mật thông tin

**Key Relationships - Direct Manager**:
Manager/ Senior Manager, Virtual Advisory Channel

**Success Profile - Qualification and Experiences**:

- Có kĩ năng tư vấn, giao tiếp và nắm bắt tâm lí khách hàng thông qua cuộc gọi
- Khả năng xử lí khéo léo và quyết liệt khi khách hàng từ chối
- Giọng nói không bị ngọng, địa phương
- Có 6 tháng kinh nghiệm tư vấn, sale, kinh doanh,... trở lên

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