Customer Service Officer – Banking Branch

About the role

The Bank is looking for a high‑calibre professional to join the branch team as a Customer Service Officer. You will engage customers beyond core banking, support hospitality functions, and guide them to the right service channels. The role combines face‑to‑face assistance with promotion of digital tools and bank offers.

Key responsibilities

• Drive engaging beyond‑banking services, including partner events, gamifications and basic hospitality support.
• Welcome customers, assess their needs, manage branch traffic and direct them to the appropriate service channel or specialist.
• Assist customers in using self‑service and digital tools such as kiosks, digital directories and the mobile app.
• Handle enquiries on products, promotions, rewards and explain how to earn and redeem points.
• Promote bank offers, campaigns and mobile‑app features tailored to customer needs.
• Support basic wealth and investment enquiries, guiding customers to digital wealth tools or specialists.
• Identify service opportunities and refer customers to Relationship Managers or specialist teams.
• Maintain branch merchandise displays and ensure high presentation standards.
• Provide backup for counter‑based service, including assistance for customers with accessibility needs.

Required profile

• Secondary school graduate with a pass in five subjects (HKCEE/HKDSE) including Math, Chinese or English; higher qualifications preferred.
• Fluent in Cantonese and English; Mandarin is a definite advantage.
• Flexible to work daytime shifts on weekends and public holidays according to branch operating hours.
• Customer‑centric mindset with a commitment to delivering quality service.
• Self‑motivated, adaptable to a service environment and comfortable with digital/self‑service channels.
• Experience in customer service is preferred.