Customer Services Officer- EPSCO - Wealth & Personal Banking Customer Services 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 Services 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 grow faster than others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. 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 Services Officer- EPSCO.

Principal Responsibilities

  • Handle enquiries, resolve complaints from merchants and customers of EPS Company (Hong Kong) Limited (EPSCO) through telephone and emails in relation to the operation and promotional activities of various service products
  • Monitor the on-site terminal performance and maintenance service provided by service providers
  • Receive, investigate, resolve and respond to enquiries or complaints on irregular transactions from merchants and customers
  • 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
  • Support the monitoring of PPS internet site performance and member bank/key merchant system
  • Provide contingency and recovery support to merchants/acquirers on reconciliation file daily transmission
  • Review working procedures and recommend work improvement procedures to increase productivity and operational efficiency
  • Prepare to work on shift basis from Monday to Sunday as required (including Public Holidays between 09:00 to 22:00)


  • Hong Kong Certificate of Education Examination or Hong Kong Diploma of Secondary Education holder with significant working experience in banking or customer services, or holder of associate degree, higher diploma or degree from a tertiary institution
  • Solid problem-solving and leadership capabilities
  • Good planning and organizational skills
  • Ability to work effectively, independently and while under pressure
  • Self-motivated and customer-focused approach
  • Proficiency with common software such as Microsoft Word, Excel and PowerPoint, along with internet operating skills and a good knowledge of computer security
  • Good negotiation and communication skills, with a pleasant telephone manner
  • Strong written and spoken English, Cantonese and Putonghua, along with Chinese typing skills

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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