Abby Tam

• Lead a team of Telesales and credit professionals in HK and SZ to oversee the operations control and management, including inbound and outbound call monitoring, loan approval, credit risk assessment, credit monitoring, fraud control, collections, customer service center.
• Designed and executed telesales campaigns targeting personal loans, deposits, and cross-selling wealth products.
  Integrated telesales with digital channels to maximize customer acquisition efficiency.
• Managed telesales officers, set KPIs (conversion rates, loan volumes, deposit inflows), and ensured compliance with HKMA regulations.
• Delivered continuous training on customer engagement, ethical sales, and product knowledge.
• Leveraged AI-driven personalization and credit risk tools to improve conversion rates and reduce delinquency.
• Focused on onboarding both local customers and Mainland visitors, aligning with WeLab’s expansion strategy.
• Performance Monitoring
  Analyzed call data, optimized scripts, and reported revenue contributions to senior management. Collaborated with product and marketing teams to refine offerings based on customer feedback.
• Set clear objectives and targets for the team, monitor their progress, and provide regular feedback and performance evaluations.
• To analyze credit operations data and generate insights to support strategic decision-making and drive business growth.
• Collaborate with other functions such as Product, Risk, Marketing, Technology, Legal Compliance to drive various business initiatives and proper execution on risk control and policy actions.
• Establish and maintain relationships with external stakeholders, such as regulators, credit bureaus, and industry associations, to remain informed of market changes and regulatory developments.
• Develop and maintain robust reporting frameworks to ensure accurate and timely credit portfolio reporting to key stakeholders, including senior management and regulators.
• Handle and coordinate regulatory/audit follow-up and implement remedial measures for first line of business.

Key Achievements (2024–2025)

• Profitability Milestone- Supported WeLab Bank’s breakeven in Dec 2024 and profitability in Q1 2025, becoming one of Asia’s first digital banks to achieve Revenue Growth. Contributed to HK$750M revenue in 2025, with 30% YoY growth.
• Loan Portfolio Expansion - helped grow HK$5.5B unsecured retail loans, capturing ~11% of Hong Kong’s new personal loan market.
• Customer Base Growth - boosted acquisition of Mainland visitors, with onboarding volume rising 8x in late 2024.
• Operational Excellence - Leveraged advanced risk management to reduce delinquency rates by 37% compared to market average, ensuring sustainable loan growth.
• Recognition - Contributed to WeLab Bank winning Finance Asia Awards 2025: Best Virtual Bank in Hong Kong and Best Inclusive Finance Bank

• Lead the Telesales team for customer retention, acquisition, cross-selling and up-selling.
• Responsible for formulation and development of Direct Marketing & Telemarketing strategy, including e-marketing, telemarketing, etc. in order to increase the market penetration of company core and profitable products
• Oversee the Direct Marketing & Telemarketing Dept Operation in order to ensure program development, implementation is well adhered to the schedule with quality deliverables
• Oversee the program effectiveness launched by the team with continuous improvement plan in order to ensure both bottom line and top line is well safeguarded. To organize, plan, monitor and report for sales activities resources on campaign / program performance.
• To recommend improvements in sales processes to ensure constant improvement in sales effectiveness and productivity.
• Collaborate with other functions such as Product, Risk, Marketing, Technology, Legal Compliance to drive various business initiatives and proper execution on risk control and policy actions.
• To manage, motivate and develop team to improve their skills and upgrade their professionalism.
• To maintain the enthusiasm and buzz needed to ensure the secure successful team results.
• To provide coaching, mentoring, feedback and on-the-job training to team members, where required.
• To polish and enhance staff's sales and services skills by clinics and rounds.
• To conduct staff performance review and to facilitate the creation of individual Learning Development Plan.
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• To ensure the team are delivering quality clients' service and upkeep the image of the Bank.
• To identify opportunities to improve workflow design for improved sales success rate and productivity.

• Qualifications of IIQE and HKSI
• Oversaw daily branch operations, ensuring compliance with company policies and regulatory standards.
• Manage and monitor branch portfolio, monitor branch daily teller transaction.
• Handle daily complaint at branch, coaching, develop and motivate staff at branch.
• Collaborate with other functions such as Product, Risk, Marketing, Technology, Legal Compliance to drive various business initiatives and proper execution on risk control and policy actions.
• Conduct regular sales and operation meeting by daily, lead the branch to achieve the monthly target.
• To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager.
• Lead through example and build the appropriate culture and values.
• Developed and implemented strategies to achieve sales targets and increase branch profitability.
• Maintained high levels of customer service, resolving issues and establishing strong client relationships.
• Analyzed market trends to identify business opportunities and expand branch revenue.
• Conducted regular staff training sessions to enhance product knowledge and sales skills.
• Collaborated with senior management to align branch goals with organizational objectives.
• Facilitated community engagement initiatives to enhance the branch's local presence and reputation.

• Oversee daily collections operations, ensuring compliance with company policies and regulatory standards.
• Develop and implement effective collection strategies to maximize recoveries and reduce delinquencies.
• Analyze accounts receivable data to identify trends, issues, and opportunities for improvement.
• Collaborate with cross-functional teams to resolve high-priority or complex accounts.
• Train and mentor collections staff on best practices, negotiation techniques, and customer service.
• Monitor team performance, providing feedback and coaching to improve productivity and effectiveness.
• Manage relationships with external collection agencies and legal counsel.
• Prepare and present regular reports on collection activities and progress to senior management.
• Review and approve settlements, payment arrangements, and account adjustments within authority limits.
• Stay updated on industry developments, legal requirements, and best practices in credit and collections.
• Collaborate with solicitor firms to expedite legal proceeding and recover outstanding debnts.
• Handle who process of property repossession

• Conduct collection call to credit card past due customer.
• Manage and collect overdue payments from customers or clients, ensuring timely and accurate financial transactions.
• Termination of credit card and follow up the o/s with customer.
• Discuss or restructure new repayment plan with customer.

• Conducted in-depth loan application interviews and processed applications with a keen eye for accuracy and document completeness.
• Rigorously reviewed and evaluated loan applications to assess applicant creditworthiness.
• Formulated credit recommendations and presented them to the Branch Manager for final approval.
• Coordinated the disbursement of loan funds with precision and attention to detail.
• Executed collection calls with professionalism to ensure timely repayments.

• Expertly conducted loan application interviews, ensuring thoroughness and accuracy in documentation.
• Diligently assessed and evaluated loan applications to determine applicant creditworthiness.
• Developed and presented well-founded credit recommendations to the Branch Manager for approval.
• Coordinated loan fund disbursement with meticulous attention to detail.
• Conducted professional collection calls to facilitate prompt repayment.