WeLab Bank - Officer, Customer Engagement

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:
Provide a comprehensive personal loan service, including KYC checks, application processing, and deal closure
Respond to customer enquiries and introduce suitable products and services
Conduct warm outbound calls to existing customers using provided call lists
Ensure a high standard of service professionalism and compliance throughout the customer journey
What is required and what we’re looking for:
Form 5 graduate or above
Minimum 1 year of experience in telemarketing or customer service
Proactive, customer-oriented, with strong telephone communication skills
Fluent in Cantonese; basic command of English and Mandarin
Basic computer literacy, including Chinese and English typing
Willing to work shifts, including Saturdays.
Experience in banking, financial services, personal loans, or credit-related products
Knowledge of HKMA regulatory requirements and KYC/AML procedures
Proven ability to meet or exceed sales or service targets
Will be great if you have:
Experience in digital banking, virtual banking or fintech environments.
Experience leading workflow automation, digital transformation or operational excellence initiatives.
Experience managing system enhancement projects and UAT activities.
Familiarity with capacity planning, productivity management and workforce optimization.
Experience managing cross-border teams will be an advantage.
Experience using AI-powered productivity tools, workflow automation platforms, data analytics solutions or emerging technologies to improve operational performance.
Demonstrated ability to leverage technology and innovation to drive operational transformation and customer experience enhancement.
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. 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.

Employment type
Full-Time

Work arrangement
No