Senior Assistant CCS - Collection HSBC China
HSBC Group
Hong Kong, China


Retail Banking and Wealth Management (RBWM)

Retail Banking and Wealth Management leverages HSBC’s global retail banking expertise and wealth management capabilities to deliver a broad range of world-

class retail banking solutions to millions of customers. Driving for growth in key markets around the world, the business comprises areas such as retail banking, wealth management, insurance and asset management, with a focus on customer-

centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading retail banking and wealth management solutions.

We are currently seeking an experienced professional to join our team.

In this role, you will :

The role of a Senior Collections Associate is to engage and support our customers through a period of financial difficulty in order to negotiate mutually beneficial, positive and sustainable agreements that are in the best interest of the bank and our customers.

Senior Collections Associates are responsible for delivering a professional service that helps our customers solve their problems, and by doing so, creates a favourable opinion of our organization and an increased willingness to repay their commitments.

Senior Collections Associates are required to adhere to all regulatory requirements and Collections Operations policies and procedures.

A Senior Collections Associate may be called upon to complete additional assignments as required, such as :

  • Contribute to the continuous performance improvement of the Collections Associate population through coaching and mentoring assignments.
  • Conduct deputy role responsibilities in support of operational needs.
  • Specialty projects designed to increase operational effectiveness or enhance customer experience as necessary.
  • Be responsible for HBCN credit card, PIL, and HML collection strategy formulation, collection procedure manual design, system testing (UAT), collection outsourcing, and MI development.

    The jobholder major responsibilities are to perform / coordinate collection activities on delinquent accounts (Cards, PIL, HML etc.

    and improve business results. Given large volume we have in this field and the rapid expansion of the portfolio, the jobholder should can work under pressure and has to be a quick learner by drawing experiences and best practices both internally and from strategic partners.

    As the job requires extensive communications with customers, the jobholder should possess good customer services skills, communication skills, and problem solving skills.

    The jobholder should also have sufficient banking knowledge on collections or foreclosure, remittance, accounts maintenance, etc.

    so as to make collections efficient and effective. The jobholder is required to deal with customers under difficult financial circumstances, constantly maintain high quality of services and timely complete follow-up actions.

    The major challenge faced by the jobholder is to assist in smooth implementation of collection strategy / system / daily operation for credit card portfolio.

    The job requires the job holder to have strong job knowledge on credit card collection, problem solving skill and communication techniques.

    The jobholder needs to ensure all global collections operations model are followed and identify any risks that exist, report and remediate within a set time frame.

    The jobholder needs to be comfortable working with senior stakeholders regionally or globally.


    To be successful in the role, you should meet the following requirements :

    Knowledge / Special Skills Requirements :

  • University Graduate
  • Proficient capability of English and Mandarin (listening, speaking and writing). Cantonese listening and speaking is a definite plus.
  • Good PC knowledge and skills (Windows, MS Office, etc.)
  • Comprehensive knowledge on the operation of credit cards, personal loans, or mortgage loan products and familiarity with relevant system.
  • High effective telephone negotiation skills and strong but courteous telephone manner
  • Understanding of compliance related guidelines which affect collections
  • Customer centric approach and service excellence mind set
  • You’ll achieve more when you join HSBC.

    HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within and inclusive and diverse environment.

    Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. / SW / *

    Issued by HSBC Bank (China) Company Limited

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