Senior Officer, Card and Loans

About the role

The Senior Officer, Card and Loans will join Hang Seng Bank's Customer Contact Centre, delivering professional hotline support and actively promoting unsecured loan products. This position combines sales, customer service, and operational improvement responsibilities within a fast‑paced call‑centre environment.

Key responsibilities

• Provide inbound and outbound hotline services, handling enquiries and promoting credit cards, personal loans and related products.
• Identify customer needs and cross‑sell loan or insurance solutions to meet departmental sales targets.
• Contribute to the achievement of service quality and sales objectives for the section.
• Respond promptly to customer feedback, driving continuous service improvement.
• Assist the team head in resource planning and allocation to maximise productivity.
• Identify and implement process improvements to enhance efficiency.
• Coordinate with internal stakeholders to ensure smooth project execution.
• Ensure all activities comply with internal controls, group policies and regulatory requirements.

Required profile

• Diploma or degree holder; Form Five or DSE graduates with relevant experience may also be considered.
• Willingness to work flexible hours.
• Proven experience in retail banking, call‑centre or telemarketing environments.
• Strong sales orientation and ability to work under pressure.
• Fluent in English and Chinese; Putonghua proficiency is an advantage.
• Customer‑centric mindset with a commitment to delivering high‑quality service.

Required skills

What we offer

• Dynamic working environment within a leading Hong Kong bank.
• Opportunities for career progression and professional development.
• Competitive compensation and benefits package.