Customer Contact Centre

Hang Seng's Customer Contact Centre has been ranked one of the best phone banking service providers for consecutive years. Our team strives to provide professional services for a wide range of banking products to address customers' different services and financial needs.

We are currently seeking high caliber professionals to join our department as Assistant Manager, Customer Contact Centre (Card Authorization and Portfolio Services).

Principal responsibilities

• Lead and supervise a team of Assistant Card Authorization & Portfolio Services Managers to evaluate applications for credit limit adjustment, card loan, and spending installment according to HASE’s unsecured lending policies while applying personal judgment and discretion in the approval processes
• Negotiate with Cardholders or Relationship Managers who act on behalf of the affluent Cardholders to offer the optimum level of limit that both serve the needs of the customers and avoid granting excessive credit
• Monitor and review the recommendations made by the Assistant Card Authorization & Portfolio Services Managers, fine tune credit review criteria and liaise with CSM on credit policy settings with respect to line increase and portfolio management
• Monitor the performance of GSC China to ensure the card loan applications can be processed according to the Performance Level Agreement
• Manage resources over portfolio management functions with respect to ongoing card loan promotion programs
• Access accounts strategically according to customers’ backgrounds to protect credit portfolio quality
• Review the credit card accounts that opened on special conditions before card renewal           

Requirements

• Diploma in a related discipline or other relevant professional qualifications
• Minimum 4 years’ experience in card operations with good knowledge of credit card authorization control and credit judgment
• Conversant with Visa/MasterCard/JCB/CUP rules and regulations
• Strong attentiveness to details, with ability to work independently and under pressure
• Good leadership, communication, interpersonal and analytical skills
• Willing to work on flexi-hours or shift basis
• Proficiency in both English and Chinese, with fluency in Putonghua an advantage
• Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes 

All information provided by applicants will be used only for recruitment purposes and will be used strictly in accordance with the Bank's personal data policies, a copy of which may be obtained by the applicant upon request. Unless otherwise instructed in writing by the applicant concerned, applicants may be considered for other suitable positions within the Bank and its related companies. The personal data of unsuccessful job applicants may be retained for a maximum of two years from the date when the job application is rejected and such data may be retained for a longer period if there is a subsisting reason that obliges the Bank to do so, after which the personal data will be destroyed.