Call Monitoring Analyst

• Review and disposition of alert triggers based on investigation results
• investigations could involve document/ call reviews, analyze client behaviors based on client KYC, account info, customer surveys etc
• Listen to voice logs (Investment/Insurance Call Monitoring), particularly for Hong Kong market
• Document exception findings, tracking of corrective actions and its completion at individual alert level and at review level
• Prepare trend analysis and surveillance reports for management reporting
• Provide feedback and coaching on correct phone sales process to Sales Representatives
• Provide consultations to other internal departments on sales process and branch operational matters
• Report and document the Quality of Work report of Sales Representatives
• Continuously seek process improvement to enhance efficiency of the surveillance monitoring process, and to address process/ compliance gaps
• Review and update of policies and unit procedures
• Implementation of processes and procedures on compliance matters

• At least 1 to 2 years of banking experience in consumer banking products and processes
• Prior experience in a customer service, sales or compliance would be an advantage
• Good understanding of local sales advisory regulations
• Bachelor’s degree or equivalent work experience
• Excellent judgment and assessment skills
• Excellent communication skills
• Confident, concise, clear and impactful
• Excellent work ethic
• Excellent organization and prioritization skills
• Able to multi task
• Proficient in MS Office
• Being multilingual is an advantage (Cantonese listening, read and write skill is mandatory)

Being multilingual is an advantage (Cantonese listening, read and write skill is mandatory)