Senior Customer Service Officer, HSBC

HSBC

Location:
Hong Kong, Kowloon Bay

Category:
Call Center

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Hang Seng Bank is seeking a Senior Customer Service Officer to join its Customer Contact Centre team. The role involves delivering professional customer service, promoting financial services, handling complaints and fraud cases, and ensuring compliance with regulations. The position requires relevant qualifications in insurance and securities, retail or conversational banking experience, and strong communication skills. Proficiency in both English and Chinese, with fluency in Putonghua, is preferred.

Job Responsibility:

Delivers professional customer service through answering investment, insurance & eBanking enquires via phone, live chat and email for personal customers to achieve committed performance pledges of both phone and conversational banking
Promotes a wide range of financial services to prospect customers with focus on investment and insurance products
Performs cross-team support in Customer Contact Centre to ensure the provision of premium phone banking services
Handles customer complaints properly and performs necessary investigation
Manages and report suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly
Ensures all activities are in compliance with the requirement of the Bank and regulatory authorities

Requirements:

Diploma or Degree Holder
or a pass in HKCEE including Math’s plus Chinese or English or be a holder of HKDSE with relevant working experience will also be considered
Passes in the Insurance Intermediaries Qualifying Examinations (IIQE) Paper 1, 2 and 3 and Hong Kong Securities and Investment (HKSI) Paper 1, 7 and 8 a must
Proven experience in retail banking / phone banking /conversational banking experience
with exposure to call center operations & knowledge of Investment and insurance products a must
Willing to work shift hours
Strong customer service and sales orientation, with good communication and problem solving skills
High level of customer centricity mindset with dedication to deliver exceptional quality services for customers
Proficiency in both English and Chinese, with fluency in Putonghua an advantage
Good knowledge of application software including English and Chinese typewriting

Nice to have:

Fluency in Putonghua
Knowledge of English and Chinese typewriting

What we offer:

Dynamic working environment
Good career development opportunities
Competitive compensation packages

Additional Information:

Job Posted:
September 02, 2025

Expiration:
November 01, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Senior Customer Service Officer