Customer Service Officer - EPSCO - Wealth & Personal Banking Customer Service Officer - EPSCO - Wealth &  …

in Hong Kong
Permanent, Full time
Be the first to apply
Not Specified
in Hong Kong
Permanent, Full time
Be the first to apply
Not Specified
Customer Service Officer - EPSCO - Wealth & Personal Banking

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 HSBC.  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.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion.  Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals.  We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high calibre professional to join our team as a Customer Service Officer - EPSCO.

Principal Responsibilities

  • Handle irregular refund, carry out investigation and resolve irregular cases by effective liaison with merchants, vendors, cardholders, member banks and internal departments
  • Provide a professional enquiry service to customers by handling verbal and written enquiries and resolving complaints in an effective and efficient manner
  • Collect information from customers and merchants tactfully for identifying and investigating of fraudulent and suspicious transactions
  • Solicit feedback from customers to improve product feature changes and system enhancements. Review the daily operating procedures constantly to reduce redundancy, improve efficiency and effectiveness
  • Prepare statistics and management reports on daily operations for ongoing service improvement
  • Monitor the on-site terminal performance and maintenance service provided by service providers
  • Support the monitoring of PPS internet site performance and member banks’ and key merchants’ systems and provide contingency and recovery support to merchants and acquirers on reconciliation of daily file transmission
  • Review working procedures and recommend work improvement procedures to increase productivity and operational efficiency


  • Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education holder or holder of associate degree, higher diploma or degree from a tertiary institution with significant working experience in banking or customer services
  • Have good telephone manner, customer focused mindset with effective communication skill
  • Sound problem solving, negotiation, planning and organizing skills
  • Ability to work independently and under pressure
  • Self-motivated, possesses good interpersonal skills and a good team player
  • Good command of Cantonese, English and Putonghua
  • Microsoft Word, Excel and PowerPoint, internet operating skills and computer security

To be considered for this role, the relevant rights to work in Hong Kong is required.

You’ll achieve more when you join HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited.

Company Overview

HSBC is one of the world’s largest banking and financial services organisations. Our global businesses serve more than 40 million customers worldwide through three global businesses: Wealth and Personal Banking, Commercial Banking, Global Banking & Markets. Our network covers 64 countries and territories in Europe, Asia, the Middle East and Africa, North America and Latin America.

We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people to fulfil their hopes and realise their ambitions.

Whether you are looking for a first job or taking the next step in your career, we offer many ways for you to achieve your ambitions. Come and work with us and you'll have opportunities to build connections with colleagues and customers worldwide and help build the bank for the future.

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