WeLab Bank - Officer, Customer Engagement (3-month Contract)

Job description

WeLab, a leading pan-Asian fintech platform, operates two digital banks (WeLab Bank and Bank Saqu) as well as multiple online financial services in Hong Kong, Mainland China, and Indonesia, with over 70 million individual users and over 700 enterprise customers. WeLab uses game-changing technology to help users access credit, save money, and enjoy their financial journey. At WeLab, we always put our people first. Embarking on a career with WeLab means being part of the driving force to make financial services accessible for everyone. In our flat and agile organization, you will get all the opportunities to make real impacts and deliver change. Most importantly, while you achieve greatness, we will ensure you have an amazing experience at WeLab! Our team is energetic and passionate who can deliver and execute, and we are looking for intellectually curious, open-minded, and smart-working individuals who are just as passionate as we are about making financial services enjoyable. Join us to build a better financial future for everyone! About You: You're a go-getter with mad juggling skills (or multiple hats) who can thrive in a fast-paced, agile environment You enjoy doing purpose-led and meaningful work You have a strong thirst for knowledge and are driven to find solutions that don't exist yet You are comfortable with ambiguity and extremely resourceful (in your past life, you could've been a detective) You always find a way to get things done without sacrificing the quality of your work, integrity, and values No task is off limits for you You are humble and prioritize the success of the team over your own with an eagerness to help those around you You don't shy away from challenges and can bounce back from setbacks What you’ll do and what success looks like in this role: Deliver excellent customer service throughout the loan application journey and serve as the primary contact for application enquiries and document follow-up Proactively engage customers through outbound calls and other communication channels to promote unsecured lending products and convert customer interest into loan applications Follow up with prospective and existing customers to obtain outstanding documents and ensure timely completion of application requirements Guide customers on product features, eligibility criteria, document submission requirements, application procedures, and loan drawdown arrangements Build and maintain positive customer relationships through professional and responsive communication Coordinate with internal teams to facilitate smooth application processing, status updates, and case resolution Achieve individual sales, referral, and service performance targets while ensuring compliance with internal policies and regulatory requirements Support customer servicing initiatives, campaign activities, operational projects, and other ad hoc assignments as required by management What is required and what we’re looking for: Form 5 graduate or above Minimum 1 year of experience in telemarketing, telesales, customer engagement, call centre, or customer service roles Strong customer-focused mindset with excellent communication, negotiation, and interpersonal skills Proactive, self-motivated, and results-oriented, with the ability to achieve sales and service targets Fluent in Cantonese, with a basic command of English and Mandarin Experience in banking, financial services, unsecured lending, personal loans, credit cards, or other retail lending products is preferred Knowledge of HKMA regulatory requirements, KYC, AML, and responsible selling practices is an advantage Proven track record in outbound customer engagement, sales conversion, or relationship management will be highly regarded Perks and Benefits to enrich your experience at WeLab: Learning and development stipend - we value lifelong learning and believe the best way to invest in our employees is to encourage them to continue to learn Wellness and happiness – Numerous activities to let you focus on your physical and mental wellbeing, complemented by happiness dollars (basically, an extra stipend!) to spend on anything that makes you happy. We allow flexible time offs to take care of personal matters and to enjoy time with family and friends. Comfortable and positive work environment – Open plan office for easy collaboration and social with your colleagues, or branch out into your own thinking pods when needed, with FREE food and drinks for when you want to recharge Work smart, play hard – Connect with your colleagues over food and drinks at the stocked pantry, in the spacious social area with board games and a ping pong table, or over activities like hiking, yoga, badminton, etc. A big and contagious smile on everyone’s face to make you happier :) WeLab’s Awards & Recognitions: Asia Banking Finance Retail Banking Awards: Virtual Bank of the Year - Hong Kong CNBC Disruptor 50: the only Hong Kong-based company on the list Financial Times Asia-Pacific High-Growth Companies: #2 in ranking The Chinese University of Hong Kong “Corporate Innovation Index”: #1 in ranking We offer a competitive salary package to the successful candidate. If you are interested in joining this exciting team, please apply with resume via the "Apply" button below. All information provided by applicants will be used for recruitment purposes only. Information of unsuccessful applicants will be destroyed within 24 months of receipt.