Senior Customer Service Officer - Hang Seng Bank (HK)

Some careers have more impact than others.
 
If you’re looking for a career where you can make a real impression, join Hang Seng and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, Hang Seng offers opportunities, support and rewards that will take you further.

Senior Customer Service Officer, Banking Service and Sales

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, reporting to Customer Service Manager, Banking Services & Sales

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
• 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

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

The employment is subject to Mandatory Reference Checking Scheme (MRCS) as per regulatory requirement. For details, please refer to Mandatory Reference Checking Scheme Phase 2 | The Hong Kong Association of Banks.