Edmund Lam

“I’m playing the music of my life at HSBC, with the recognitions, rewards, support and camaraderie I receive here.”

How has your career developed at HSBC so far?

I graduated from The Education University of Hong Kong in Music Education in 2019 and joined HSBC Contact Centre as a Personal Banking Executive in the same year. In the past five years, I have been promoted twice and now I am a Senior Wealth and Personal Banking Executive II in the Multi-Channel team. In terms of achievements, I received a “Digital Customer Contact Professional of the Year – Silver Award” from the Hong Kong Customer Contact Association in 2023.

Why did you join HSBC Contact Centre and Remote Channel?

Before joining HSBC, I was a music teacher. I also made music for advertisements, movies and TV. Even though I love music, I realised I needed to plan for my future and build a long-term career. HSBC immediately came to my mind because it’s a big bank that has a variety of roles, meaning that if I don’t like the back office roles, I can change to become part of the frontline staff in branches. I am the kind of person that really enjoys interacting with and helping people.

What do you do in your role?

I’ve been with HSBC for five years and enjoy helping our customers whether on live chat, mobile banking, PayMe or even Facebook and Instagram. I also enjoy sharing what I’ve learned with my colleagues. I don’t feel bored at all because there are always new things to learn such as new platforms, new services and products, or new ways of doing things. For example, different platforms are regularly launched to enhance customer experience as our customers are getting more accustomed to using digital platforms to fulfill their banking needs. And now that I’ve obtained my licence, I can move on to expand my knowledge in banking, insurance and investments products, gearing myself up for career advancement.

What do you like most about your career at HSBC?

Helping people makes my life so fulfilling. Being able to turn a very frustrated or even angry customer into someone who feels satisfied with our service and leaves with a smile and a “Thank you” always makes my day.

I have quite a list of unforgettable experiences. Once, I was helping an illiterate elderly lady who was very frustrated with her inability to use mobile and digital tools. But after I patiently took her step-by-step through how to do things, she told me that she felt proud of herself. That was a great comment and made me also feel proud.

I even got a public recognition from a customer who mentioned my name and our experience in his book.

What does HSBC’s purpose of opening up a world of opportunity mean to you?

To me, opening up a world of opportunity means having vast possibilities in career advancement and life experiences. I have been fully engaged in various kinds of social activities here, from singing contests to volunteering work.

I’d never imagined having some of these experiences before and don’t think I would have done them by myself. For example, I learned to knit when I joined a community service event to help the elderly. Experiences like this make my life at HSBC joyous and fulfilling.

What’s the culture like at HSBC?

The culture here is very collaborative. There is a strong emphasis on succeeding together. The safe and supportive environment makes me dare to step out of my comfort zone to take on new work and challenges because I know I will receive help and support whenever I need it.