Heidi Chen Email & Phone Number

Melbourne, Victoria, Australia

- Managing branch daily operation, supporting team members with providing opinion and solution to enquiry in relation to bank’s policies and procedures.- Checking transactional vouchers, ensuring transactions are conducted properly and adhere to HSBC polices and within the bank’s risk appetite.- Conducting quality check and mitigating errors on applications including accounts, credit cards, personal loan, and home loan applications. - Monitoring and recommending branch reports (eg: branch large transaction report), ensuring transactions are applying financial regulatory compliance, producing quality TTR Reports to AUSTRAC if necessary, escalation to be raised if there are any suspicious or unusual activities.- Conduct Enhanced Customer Due Diligence (ECDD) to assist the Financial Crime team with investigation on unusual and suspicious activities, as well as high-risk and special categories customers- Reconciliating and substantiating branch suspense accounts with proven evidence that meets internal and external audit requirements.- Effectively handling customer complaint to avoid further escalation to AFCA- Providing coaching to team members regarding policy and process change, ensuring that the whole team is complying with all relevant policies, as well as help the team to develop best practice

Melbourne, Victoria, Australia

- Open and manage customer accounts and provide general solution on enquiries.- Managing over the counter transactions.- Identify clients’ financial needs, offer appropriate options on financial services, credit products and General Insurances, and exceed sales target consistently- Build long-term relationships with clients by involving customers into meaningful conversation and providing excellent customer experience- Assist Relationship Manager to manage the portfolio and contact customers to maintain relationship on a regular basis- Complete Request for Information Template by contacting customers and gathering critical information to facilitate the reviews on customers’ activities and profile- Proactively work with internal and external parties to ensure the smooth facilitation of referrals and applications.