Angel Lam
Working In Trustee Payment Team For 13 Years. Familiar With The NAV System And Having Close Working Relationship With Relevant Departments Especially With TRO / TRM
Kowloon
Summary
Senior Client Services Officer at HSBC Trustee (HK) Ltd. with strong financial acumen and proven problem-solving skills. Expert in cross-functional coordination, enhancing service delivery, and mentoring teams. Successfully improved compliance processes and customer satisfaction through effective training and collaboration, ensuring exceptional outcomes in payment operations.
Overview
20
20
years of professional experience
Work History
Senior Client Services Officer
HSBC Trustee (HK) Ltd.
07.2011 - Current
- Collaborated with internal teams to perform payment instructions and provide advice on any payment related issue.
- Perform the quality service and provide solution to TRO/TRM.
- Provide training and guidance to new joiner of the team.
- Participate in different cross-functional projects and initiatives on UAT/UVT and provide advice from payment perspective.
- Ensured compliance by staying updated on different guidelines and procedures and applying them in daily operations.
- Worked as checker / approver to ensure the accuracy of the supporting document on the payment instruction.
- Worked with internal auditor to explain the workflows of the team and provide supporting documents whenever required.
- Mentored junior team members by sharing industry knowledge and best practices for exceptional service delivery.
Customer Service Ambassador
Standard Chartered Bank (HK) Ltd.
04.2009 - 07.2011
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Handle financial transaction required by client.
- Cross selling different banking products
- Collaborated with supervisor / manager to improve customer service processes.
- Created and reviewed customer support strategies to increase customer retention.
Customer Service Representative
Standard Chartered Bank (HK) Ltd.
09.2005 - 04.2009
- Provide variety of customer service support in phone banking call center.
- Support line manager for data entry and administration works.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Provide operational supports to Customer Service Agents who handle inbound call.
- Consolidate customer instructions and distribute to different related departments.
Clerk
Milligent Industrial Limited
05.2005 - 09.2005
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported daily administrative tasks, ensuring smooth office operations.
Education
High School Diploma -
St Margaret Girls' College
Central, Hong Kong 04.2001 -
Skills
Financial acumen
Cross-functional coordination
Time management skills
Teamwork and collaboration
Problem-solving skills
Microsoft office
Data entry
Understanding customer needs
Multitasking
Timeline
Senior Client Services Officer
HSBC Trustee (HK) Ltd.
07.2011 - Current
Customer Service Ambassador
Standard Chartered Bank (HK) Ltd.
04.2009 - 07.2011
Customer Service Representative
Standard Chartered Bank (HK) Ltd.
09.2005 - 04.2009
Clerk
Milligent Industrial Limited
05.2005 - 09.2005
High School Diploma -
St Margaret Girls' College
04.2001 -
Similar Profiles
Rajesh GaikwadRajesh Gaikwad
Housekeeper at HKHousekeeper at HK
Myat Khin LayMyat Khin Lay
Hotel Houaekeeping at HKHotel Houaekeeping at HK
Lee CinceeLee Cincee
Associate Director, Trustee and Fiduciary Services at HSBC (Malaysia) Trustee BerhadAssociate Director, Trustee and Fiduciary Services at HSBC (Malaysia) Trustee Berhad
Heyi LiHeyi Li
IT Audit Consultant at Shanghai Aiman Information Technology Co., Ltd.IT Audit Consultant at Shanghai Aiman Information Technology Co., Ltd.
Chun Yu FongChun Yu Fong
Systems Engineer Trainee at Petsarray LimitedSystems Engineer Trainee at Petsarray Limited