about the company.
Our client is a premier, top-performing commercial bank with an extensive international footprint spanning across major financial hubs in the US and Asia. Widely recognized as a powerful financial bridge across the Pacific, they specialize in driving sustainable growth for businesses within high-growth sectors such as real estate, private equity, and high-tech. Committed to absolute integrity and an enterprising spirit, they offer a dynamic corporate culture that empowers professionals to expand their potential and reach further in their careers.
about the team.You will join a multicultural, collaborative team of digital banking specialists dedicated to ensuring seamless operational efficiency and exceptional user experiences. The team operates in a fast-paced, customer-first environment where knowledge sharing and proactive problem-solving are highly valued. Working closely under the guidance of the Team Manager, you will collaborate closely with internal IT, product, and compliance divisions to deliver top-tier digital financial solutions.
... about the job.
Handle high-level customer inquiries via phone and email regarding online banking platforms.
Assist clients with digital account setup, password resets, complex transaction troubleshooting, and fraud reporting.
Educate customers on online banking features, robust security protocols, and digital self-service options.
Utilize cybersecurity awareness to effectively troubleshoot login issues and transaction errors.
Log, track, and monitor technical or service-related issues using internal management systems.
Collaborate cross-functionally with IT, product development, and compliance teams to resolve customer-impacting problems.
Monitor daily operations of online banking systems and promptly escalate critical issues to management.
Assist in User Acceptance Testing (UAT) and the commercial rollout of new digital features or system updates.
Strictly adhere to internal policies and regional regulatory requirements (such as HKMA guidelines) related to digital banking.
Identify and report suspicious activities or potential fraud cases to the compliance team immediately.
Support the Team Manager in updating Standard Operating Procedures (SOPs) and maintaining the documentation depository.
skills & experiences required.
Possess a Diploma or Bachelor’s degree in Business Administration, Finance, or a related discipline.
Minimum 3+ years of experience in customer service within banking or financial services, with a strong preference for digital, online, or phone banking environments.
2 to 5 years of experience in administrative support or bank operations, aligning with role seniority.
Strong communication and presentation skills, with native or professional fluency in English, Cantonese, and Mandarin.
Solid foundational knowledge of online banking systems, digital platform workflows, and cybersecurity protocols.
Exceptional attention to detail, strong organisational skills, and a proven ability to multitask under pressure.
A strong customer-first mindset paired with structured analytical and problem-solving abilities.