Hong Kong branch network and contact centres are part of our Retail Banking and Wealth Management business. They are two of the main routes through which we provide our personal customers with banking services and financial products, from current accounts, credit cards, personal loans and mortgages to savings, investments, insurance and wealth management.
Read more on working in Retail Banking and Wealth Management.
Contact centre roles
Hong Kong contact centres are based in Olympic and Shek Mun and employ more than 540 employees and answer 2.45 million calls a year. Staff serve our personal and commercial customers over the phone and identify ways in which we can meet their needs.
We look for people who can provide high-quality service that makes customers feel valued and who have the knowledge and expertise to fulfil their requirements.
Key roles in our contact centres include:
Customer Care Officers resolve queries from our high-value Premier customers, investigating issues and providing a service that exceeds their expectations. HSBC Premier is a bespoke, personalised banking service that offers 24/7 support to customers.
Business Relationship Officers contact a variety of existing HSBC customers to discuss their current and future financial needs and provide products and services to meet those requirements
Contact Centre Trainees resolve queries from our Premier customers, working to understand their needs and identify ways in which we can help them.
Our contact centres provide a good entry point into the financial services industry and offer tailored development programmes to support career progression. We are committed to helping our local communities through volunteering days and events sponsorship.
We have a range of opportunities available in our network of more than more than 90 retail branches and 300 express banking centres across Hong Kong. All roles are customer-facing, and can offer a number of opportunities to undertake relevant qualifications while on the job.
Key roles in our branch network include:
Counter Service Officers meet the day-to-day cash and transactional needs of customers. They interact with most people who enter a branch, answering queries related to customer accounts and executing counter transactions. They play a vital role in maintaining a high level of service.
General Banking Officers work on the branch floor, carrying out individual reviews and financial health checks to understand the needs of customers so that they can provide them with appropriate financial products and services. They help customers to open accounts and provide lending services and mortgage quotes.
Premier Relationship Managers develop strong professional relationships with Premier Customers, offering needs-based recommendations aimed at helping them to achieve their financial goals.
Premier Relationship Officers partner with Premier Relationship Managers to conduct customer needs activity planning and portfolio management in branches, helping us to provide a service that exceeds the expectations of our top-tier customers.
Mortgage Sales work at mortgage centres in branches, engaging customers to understand their financial expectations and recommending the most effective mortgage solutions to meet their needs.
Insurance Sales provide end-to-end insurance services to our customers through a needs-based approach. They carry out individual reviews to make tailored recommendations that aim to enable customers to achieve their financial goals. Roles in Insurance Sales focus on specific segments: