Hana Bank Canada is a subsidiary of Hana Financial Group, the largest global financial group in South Korea which operates a domestic and overseas network of over 208 branches in 25 countries. As a leading provider of financial solutions for the Korean community in Canada, our mission of "Growing Together, Sharing Happiness" keeps us focused and grounded as we strive to fulfill our role as a "Solution Provider" for our growing customer base in a rapidly changing financial environment. We aspire to grow with our customers, employees, shareholders and society. We are committed to advancing sustainable growth and fulfilling our social responsibilities.

We are currently searching for the Digital Banking Communication Specialist to join our Marketing Department.

The Digital Banking Communication Specialist is responsible for managing customer communications related to digital banking products, operating communication tools, and supporting branches and clients. This role also involve enhancing customer engagement, assisting in the development and management of digital channels.

Key Responsibilities :

• Provide customer support via phone, email, and chat regarding banking products, services, and online banking functionalities
• 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
• Operate/Manage the Bank's mass customer email/SMS for any updates, important notifications, and marketing purposes
• 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

At Hana Bank Canada you'll join a close-knit and diverse group of professionals and work in a collaborative, supportive environment. You will have the unique opportunity to gain exposure to a global market, make a real impact and grow your career. With a focus on growth, happiness, and customer satisfaction, Hana Bank Canada is a company that truly values its employees.

Hana Bank Canada is an equal opportunity employer.

We value diversity and inclusion in our workplace and are committed to providing fair and unbiased treatment to all employees and applicants. At Hana Bank Canada, we strive to create an environment where everyone feels respected, valued, and supported. We provide reasonable accommodations to individuals with disabilities and ensure that our hiring and employment practices are inclusive and accessible. We encourage individuals from all backgrounds to apply and join our team. Together, we can build a stronger and more inclusive workplace.