Fusion Bank Limited (“Fusion Bank”) is a licensed virtual bank in Hong Kong and a joint venture between Tencent Holdings Limited, Industrial and Commercial Bank of China (Asia) Limited, Hong Kong Exchanges and Clearing Limited, Hillhouse Capital and renowned Hong Kong entrepreneur Mr. Adrian Cheng (invested via investment entity – Perfect Ridge Limited), each bringing unique expertise, experience and insight to the partnership.

Our Customer Service team is a bridge between our virtual bank business and customers, and helps improve our products, customer experience and relationships. We strive to provide professional customer service support and world class service excellence.

Principal Responsibilities

• Act as the major contact point of the Bank to handle phone enquiries, applications, transactions and requests from customers via Voice or Text
• Familiarize with product features and benefits, and provide accurate and instant information and solutions to customers
• Identify cross-selling opportunities and promote Bank products or services to customers, refer prospects to relevant sales team
• Provide constructive feedback on operational procedures/workflow for service enhancement and efficiency improvement
• Provide training and coaching to junior staff and new hires of the team

Requirements

• HKCEE / HKDSE with at least 5 subjects at Grade E / Level 2 or above including Chinese, English and Mathematics
• At least 1 year of experience in customer service in the banking industry
• Willing to work on shift duties (including overnight, weekend and public holidays)
• Tech savvy and keen on developing digital know-how and understanding of the latest digital and mobile technologies and trends in the market
• Able to work independently, handle ad-hoc tasks and under pressure
• Possess HKSI and IIQE qualifications will be an advantage; candidates without HKIS and IIQE qualifications are required to take and pass these licensing examinations within probationary period
• Good telephone manner with attentive listening
• Good communication skills
• Good command of spoken and written English and Chinese (both Cantonese and Mandarin)
• Immediate available is preferred

To apply, please submit your CV with information on your 1) current and expected salary and 2) availability via the "Apply Now" button. Applicants who are not contacted within one month may consider their applications for the specified position unsuccessful.

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. 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.

Fusion Bank Limited (“Fusion Bank”) is a licensed virtual bank in Hong Kong and a joint venture between Tencent Holdings Limited, Industrial and Commercial Bank of China (Asia) Limited, Hong Kong Exchanges and Clearing Limited, Hillhouse Capital and renowned Hong Kong entrepreneur Mr. Adrian Cheng (invested via investment entity – Perfect Ridge Limited), each bringing unique expertise, experience and insight to the partnership.

Headquartered in Hong Kong, Fusion Bank aims to leverage its advanced technology and the new applications of FinTech to promote financial inclusion in Hong Kong and to bring customers and enterprises a brand-new, efficient and secure virtual banking experience, enabling users to enjoy better and more convenient financial services in the future.