Hang Seng Bank 恒生銀行(香港)招聘

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 Service Officer / Senior Customer Service Representative (Life Insurance After-Sales Service), General Banking Services

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 Customer Service Officer / Senior Customer Service Representative (Life Insurance After-Sales Service), General Banking Services.

Principal responsibilities:

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

  • Promotes a wide range of financial services to prospect customers with focus on 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; 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 an advantage

  • Minimum 2 years of relevant experience; with exposure to call center operations & knowledge of life insurance products an advantage

  • Willing to work shift hours

  • Strong customer service orientation, with good communication and problem solving skills

  • Good knowledge of application software

  • Proficiency in both English and Chinese, with fluency in Putonghua an advantage

  • High level of customer centricity mindset with dedication to deliver exceptional quality services for customers

(Candidates with less experience will be considered for the position of Senior Customer Service Representative)

Assistant Customer Service Team Manager, General Banking Services

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 Assistant Customer Service Team Manager, General Banking Services.   

Principal responsibilities

  • Lead a team to deliver quality phone banking services and initiate business opportunities for potential personal customers 

  • Oversee GZC Phonebanking and Correspondence team to meet KPIs agreed in Service Level Agreement

  • Achieve the committed phone performance pledges by strategic resources planning

  • Ensure all activities are in compliance with the requirement of the Bank and regulatory authorities

  • Manage and report suspicious fraud cases, major incidents and customer feedback to respective internal counterparts timely and properly

Requirements

  • 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 an advantage

  • Minimum 2 years of retail banking experience; with knowledge of investment products an advantage 

  • Willing to work shift hours

  • Strong customer service orientation, with good communication and problem solving skills

  • Proficiency in both English and Chinese, with fluency in Putonghua an advantage

  • Great Sense of ownership and servicing mindset to ensure efficient and effective customer service processes