Digital Banking Communication Specialist

6 days ago

North York, Canada Hana Bank Canada Full time

Job Title: Digital Banking Communication Specialist
- Reports To: Manager / Vice President

**Key Responsibilities**:

- Handle customer inquiries and complaints while maintaining professionalism and composure
- Make outbound calls for operational and/or marketing purposes upon the guide, if necessary
- Ensure stable and efficient operation of digital banking channels
- Escalate service malfunctioning or erroneous transactions that attention required in a timely manner
- Monitor channel operations if they are working properly and report any potential issues that may arise
- Communicate with branch employees regarding digital banking channels
- Create and maintain customer service manuals, FAQs, and response documentation
- Manage the Bank’s information, posted website, mobile and other public digital platform, up-to-date and accurate (such as product details, regulatory information, interest rates, etc.)
- Prepare/improve communication materials (e.g. leaflets, service manuals) regarding the Bank’s digital channels
- Monitor external service providers to ensure stable service operation
- Participate in the Bank’s digital banking product/service development
- Conduct User Acceptance Testing (UAT) to ensure the quality of the services
- Support enhancement of the team efficiency and data analysis skills
- Participate in the departmental occasions and activities
- Perform backup tasks and/or ad-hoc duties as assigned

**Qualification and Skills**:

- Strong interpersonal and communication skills in Korean and English
- Ability to manage customer interactions professionally, even in challenging situations
- Understanding of the digital banking services and customer behavior online
- Knowledge in data management and other analysis tools and/or programs
- Ability to work independently or collaboratively as part of a team
- Ability to manage and take ownership of numerous projects simultaneously

**Job Types**: Full-time, Permanent

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday

**Language**:

- Korean (required)

Work Location: In person

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