Hang Seng Bank : New Hang Seng Central Branch Showcases Future of Customer-Centric Banking (2 December 2021)

2 December 2021

New Hang Seng Central Branch Showcases Future of Customer-Centric Banking

With New Uniforms, and New Teams of Specialists to Elevate

Digital and Wealth Management Service Experiences

Hang Seng Bank's tireless drive to raise the bar for customer-centric banking services continues with the opening of its showcase Central Branch on Friday (3 December 2021). Customers at the branch will enjoy a fresh design that provides comfort and convenience, and a service experience that unites in-person specialist expertise with advanced technology. Customer Service staff at the new Central Branch will also be the first to sport a new, more modern uniform that better reflects the digital age of banking. The new uniform will gradually be seen at other branches in the Hang Seng network.

To meet the growing demand for specialist banking services, Hang Seng is introducing two designated teams with particular expertise in burgeoning areas of service demand from customers - cross-boundary wealth management and digital banking.

With new opportunities being created in the Greater Bay Area ('GBA') through developments such as the Cross-Boundary Wealth Management Connect ('WMC') scheme, the WMC Designated Team will work with customers to build personalised banking solutions that leverage new investment channels and products to meet their diversified wealth management needs.

The GO Digital Expert Team will use the latest innovations in fintech and digital channels to ensure customers who place a high value on efficiency as well as quality in their banking experiences enjoy services that are fast and convenient while still being tailored to their specific requirements.

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Highlights of the innovative banking services that will be available at the new branch include:

• Customers interested in WMC services can schedule an appointment at their preferred time to meet with a member of the WMC Designated Team at the Central Branch or other designated branches. Team members have extensive experience in serving customers in both Hong Kong and mainland China, and have close ties with their counterparts at Hang Seng Bank (China). This expertise and reach will ensure customers enjoy seamless cross-boundary financial solutions, including a wide-range of products and services available through the Bank's new
  WMC services.
• Customers who need immediate assistance with general banking services but are pressed for time can directly approach one of the Bank's GO Digital Experts - no need for an e-ticket or to wait in line. GO Digital Experts are equipped with tablets and customers can authenticate their identity by scanning a QR code with their own device. Following this fast one-step authentication process, GO Digital Experts can assist customers with simple banking services, such as bank account upgrades, updating personal contact details, and ATM card application or replacement requests. Reducing average processing times for such services by as much as 50%, this fresh new paperless approach to banking adds value for customers with busy schedules. Customers can also choose to use the Bank's quick and simple one-time passcode identity authentication option as a convenient alternative to the traditional signature verification process when completing applications with GO Digital experts.

To further support the customer-centric service experience, Hang Seng has integrated design elements, such as natural wood furnishings and the use of natural light at the new branch, with the aim of providing customers with a relaxing oasis in the heart of the bustling business and shopping district. The branch also boasts a giant street-facing LED digital wall to provide patrons and passers-by alike with the latest market and banking news.

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As part of its pledge to make its operations carbon neutral by 2030, Hang Seng is further embedding sustainability concepts and elements at its branches. Central Branch's use of LED lighting and natural light will reduce overall electricity consumption by 50% as compared to traditional lighting designs. In addition, the new uniforms being introduced at the branch use material made from recycled plastics and are biodegradable.

Wendy Yuen, Head of Retail Distribution at Hang Seng, said: "Hang Seng's core value of 'customer-centricity' drives us to think creatively and continue to innovate in our development and delivery of banking services. Even as customers become more tech-savvy and enjoy the convenience of digital channels, they still view our branch network as a key service channel. The dedicated teams and innovative services on offer at our new Central Branch are the perfect demonstration of how we integrate advanced technology into banking with a human touch, so as to provide more personalised financial service experiences, meet the growing demand for wealth management services in the GBA, and provide comprehensive and efficient wealth management solutions and advice to branch customers."

Hang Seng will also elevate the customer service experience at its MTR station service outlets to align with changing trends in customers' lifestyles, preferences and habits. Developments in the pipeline include the refurbishment of selected ATM outlets and Automated Banking Centres, as well as MTR Station Offices. Digital elements, such as LED displays with market news and banking offers with QR codes that link to the Hang Seng Personal Banking mobile app will also be rolled out at these service points.

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Photo Caption

Photo 1

Bank's tireless drive to raise the bar for customer-centric banking services continues with the opening of its showcase Central Branch on Friday (3 December 2021).

Photo 2

Hang Seng is introducing two designated teams with particular expertise in cross- boundary wealth management and digital banking. Pictured: Wendy Yuen, Head of Retail Distribution at Hang Seng Bank (third from right), Wealth Management Connect Designated Team, GO Digital Expert Team and Customer Service staff.

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Photo 3

The Wealth Management Connect Designated Team works with customers to build personalised banking solutions that leverage new investment channels and products to meet their diversified wealth management needs.

Photo 4

GO Digital Experts are equipped with tablets and can assist customers with simple banking services, by reducing average processing times by as much as 50%.