Senior Customer Service Officer – Banking Services

About the role

The Senior Customer Service Officer will join Hang Seng Bank’s Customer Contact Centre to provide professional support for personal banking customers. This role handles investment, insurance and e‑Banking enquiries across phone, live chat and email, ensuring high‑quality service and promoting the bank’s financial solutions.

Key responsibilities

• Deliver professional customer service via phone, live chat and email for personal banking customers, handling inquiries on investment, insurance and e‑Banking.
• Promote a range of financial products, focusing on investment and insurance, to prospective customers.
• Provide cross‑team support within the Customer Contact Centre to maintain premium phone‑banking service standards.
• Investigate and resolve customer complaints, escalating where necessary.
• Manage and report suspicious fraud cases, major incidents and customer feedback to internal teams in a timely manner.

Required profile

• Diploma or degree holder (or HKDSE/HKCEE with relevant experience).
• Passes in Insurance Intermediaries Qualifying Examinations (IIQE) Papers 1‑3 and Hong Kong Securities and Investment (HKSI) Papers 1, 7 and 8.
• Proven experience in retail/phone banking or call‑center operations with knowledge of investment and insurance products.
• Willingness to work shift hours.
• Strong customer‑service and sales orientation with excellent communication and problem‑solving abilities.

Required skills

• Fluency in English and Chinese; Putonghua is an advantage.
• Proficiency with standard office applications and Chinese/English typewriting.