• 15 days Annual Leave
• working location: Tai kok tsui
• Previous banking experience is preferred but not a must

As one of the world’s largest banking and financial services organisations, HSBC has been connecting customers to opportunities since 1865. With operations in 63 countries and territories, HSBC’s unparalleled international network links developed and emerging markets, and spans the world’s largest and fastest-growing trade corridors. The bank serves more than 40 million customers through its commercial, retail, investment and private banking businesses, which are supported by operational and functional teams around the world.

5 key responsibilities

1. Provide high-touch digital concierge support to Private Banking clients /Relationship Manager via face-to-face, phone delivering a consistent premium experience.

2. Resolve client and user queries end-to-end—capture needs, investigate, provide timely updates, and close cases within agreed service levels.

3. Apply structured problem solving to diagnose issues, identify root causes, and document actions/outcomes accurately for continuity and controls.

4. Manage escalations and coordinate stakeholders (Relationship Managers, Operations, Technology and other support teams) to drive timely resolution and manage expectations.

5. Use analytics to improve service—track enquiry trends, identify recurring pain points, and support continuous improvement of processes and client journeys.

Must-have skills

• 2–5 years’ relevant experience in a client-facing service role (banking/wealth/private banking experience preferred)

• Strong communication skills (clear, professional verbal and written communication; English/Cantonese/Mandarin beneficial depending on client coverage)

• Strong problem-solving skills (analytical thinking, attention to detail, sound judgement)

• Analytics skills (ability to interpret service data, spot patterns, and translate insights into actions)

• Ability to prioritise and manage multiple enquiries across channels, working to SLAs

• Digital confidence and case handling discipline (accurate logging, follow-ups, effective handovers)

Nice-to-have (plus)

• Multi-media skills (e.g., creating/using digital content, supporting richer client communications where appropriate)

• AI skills/awareness (e.g., using AI-enabled tools responsibly to improve response quality, productivity, and insight generation)

Working pattern

• Hybrid working

• Rota-based, Monday–Friday, extended business hours up to 9:00pm

If you are interested in this role, click “Apply”

HSBC is committed to building a work culture where everyone is valued, respected and opinions count. They take pride in providing a workplace that fosters continuous professional development, collaboration and supporting people to be at their best in an inclusive and diverse environment.