Job ref no.: CT3130040-01#0079
Hang Seng Bank

Senior Customer Service Officer, General Banking Section

Hang Seng Bank

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 team as Senior Customer Service Officer, General Banking Section.

Principal responsibilities:

  • Delivers professional customer service through answering investments & eBanking enquires by phone and email for personal customers to achieve committed phone performance pledges
  • 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



  • Diploma or Degree Holder; Form Five or DSE Graduates 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 relevant experience; with exposure to call center operations & knowledge of life insurance products are an advantage
  • Willing to work shift hours
  • Strong customer service orientation, with good communication and problem solving skills
  • Ability to be resilient in face of difficult situations
  • 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

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

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.

More job information
Job ref no. CT3130040-01#0079
Job Function
Employment Term
  • Permanent
  • Full-time
  • 2 years - 7 years
Career Level
  • Non-management level
  • F.5- F.7 or DSE
  • Diploma or equivalent
  • Asso. Deg or High Dip
  • Degree