Job Description

Assistant Card Authorization and Portfolio Services Manager
Channels Management - 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 Card Authorization and Portfolio Services Manager.
Principal responsibilities:
  • Assess the daily overlimit authorization requests
  • Monitor the performance of Authorization Hotline service
  • Evaluate customers' credit risks with both internal and credit bureau records with specification on Credit Memorandum to grant or reject incremental facilities requests
  • Access accounts strategically according to customers' backgrounds to protect credit portfolio quality
  • Monitor the performance of GSC China to ensure the card loan applications can be processed according to the Performance Level Agreement
  • Negotiate with Cardholders to offer the optimum level of limit that both serve the needs of the customers and avoid granting excessive credit
  • Review the stability of Authorization system and the operation of manual authorization regularly
  • Ensure the performance of the Authorization Hotline meets the established service pledge
Requirements:
  • Diploma in a related discipline OR other relevant qualifications
  • Minimum 4 years' customer service experience, with exposure to credit card services an advantage
  • Proficiency in both English and Chinese, with fluency in Putonghua an advantage
  • Strong attentiveness to details and able to work independently and under pressure
  • Great sense of ownership and servicing mindset to ensure efficient and effective customer service processes
(Candidate may be required to work on shift according to the assigned job position)
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