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HSBC’s 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

HSBC’s 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.

  • Digital Customer Service Officers help our customers solve every day questions by interacting directly through our typical digital channels. Officers provide a 24/7 online service to support our customers' banking needs.

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.

Branch-based roles

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.

  • Branch Trainees join our 12-month structured programme, and after completion they support customers in-person, providing expert advice and information about products that best suits customers' requirements.

  • 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.

  • Universal Bankers specialise into different services we offer our customers, incuding general services, customer acquisition and burrowing & financing. They work across our branch network helping our customers reach their everyday needs.

  • Senior Universal Bankers support our customers in discovering their General and Life Insurance needs. They will show expertise in general banking services, including customer acquisition and burrowing and often coach, train and assist team memebers at our different branches.

  • Business Development Executive reach out to customers from different segmentations to promote and provide advice with regards to their overall pensions program. They help identify the customer needs and match them with specialized products which suit their preferences.

  • Wealth Insurance planners are consultative professionals with specialist product knowledge who coach and work with General Banking Officers and Wealth Management Managers in delivering insurance products fulfilling our customers's 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:

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PROGRAMME KEY INFORMATION DESCRIPTION MORE INFORMATION
Retail Banking and Wealth Management Internship

For: University undergraduate

Duration: Eight weeks

Areas: Retail Banking and Wealth Management

This internship provides penultimate-year university students with experience in both a customer-facing role and a specialist function within Retail Banking and Wealth Management.

More information and apply
Retail Banking and Wealth Management Global Graduate Programme

For: University graduate

Duration: Two years

Areas: Retail Banking and Wealth Management

This two-year programme is for graduates who want to become retail banking leaders for our Sales & Distribution and Product & Propositions in retail and who are willing to be nationally mobile. If you can inspire individuals and teams to meet the needs and ambitions of our customers, and embrace our values, then this could be the career path for you.

More information and apply