Senior Customer Service Officer, Banking Service and Sales

Job description

A Career with Hang Seng Bank

Hang Seng is committed to service excellence. Our people are our most important asset and play a vital role in our efforts to continually enhance our performance for customers and provide best-in-class products and services. We seek to attract high-calibre talent by offering a dynamic working environment, good career development opportunities and competitive compensation packages.

Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.


We are currently seeking high caliber professionals to join our Banking Service and Sales as Senior Customer Service Officer.

Principal responsibilities:

• 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
• Minimum 2 years of 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

(Candidates with less experience will be considered as Customer Service Officer)