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:

• Provide daily consultation and operational support to cross-border e-commerce financing customers

• Support customers throughout account opening, credit application, loan drawdown, and repayment

• Monitor repayments, provide payment reminders, identify early warning signals, and escalate exceptions

• Resolve system, account, and transaction issues by coordinating with internal teams

• Maintain customer information, business data, and operational documentation securely and accurately

• Consolidate customer feedback and maintain service documentation, operating manuals, and FAQs

• Support customer onboarding, activation, and retention to enhance customer experience and repeat usage

• Drive process and system improvements to enhance service efficiency and standardization

• Prepare documentation for regulatory reviews, audits, and internal inspections

• Perform other operational and support-related duties as assigned

What is required and what we’re looking for:

• Bachelor’s degree or above in Supply Chain Management, Finance, Business Administration, International Trade, Business English, or a related discipline

• Minimum of 2 years of relevant work experience in cross-border e-commerce, financial product operations, customer service, or a related function

• Strong customer service mindset with excellent communication and issue-resolution skills

• Ability to quickly understand complex processes and communicate them clearly to customers

• Good data management capabilities with attention to information security, completeness, and accuracy

• Strong sense of responsibility and execution capabilities, with the ability to work effectively in a multitasking environment

• Fluency in Cantonese and Mandarin, with basic written and verbal English communication skills to support cross-border business scenarios

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.