Hang Seng Bank launches anti-fraud specialist team across 21 branches

Hang Seng Bank has unveiled a fraud protection specialist team (FPT) across 21 selected branches, along with the launch of an AI-powered monitoring system and a series of anti-fraud education initiatives, reaffirming its commitment to protecting customers against financial scams.

Operating across the 21 branches since 14 July, the FPT comprises over 30 members who have undergone a practical training programme featuring workshops, role-playing exercises, and collaboration with the police’s Anti-Deception Coordination Centre (ADCC). Notably, more than half of the team are retirees with extensive experience in the banking industry.

The team's primary role is to provide on-the-ground advice to customers, particularly when high-risk payment alerts are triggered. In such cases, the bank proactively invites customers to meet with a specialist, who assesses the situation. They may recommend halting suspicious payments and, if necessary, referring the case to the police for assistance to ensure account security and minimise potential losses.

To further strengthen client protection, Hang Seng has invested in advanced technology, including an AI-powered monitoring system to identify scams in real time and participation in the Hong Kong Monetary Authority (HKMA)’s generative artificial intelligence sandbox to automate fraud investigations.

In addition to detection and prevention, Hang Seng has advanced anti-fraud education through initiatives tailored to different community groups. These include interactive sharing sessions for transitional housing residents and secondary school students who participate in the Hang Seng financial literacy programme, delivered in partnership with the Hong Kong Family Welfare Society.

Educational efforts are also supported by targeted campaigns at branches to actively engage the public. Furthermore, the bank’s new MTR Jordan Station Retail Banking Centre features prominent anti-fraud displays, with resources such as stickers and leaflets developed alongside the police’s ADCC available at all branches.

Rannie Lee, head of wealth and personal banking at Hang Seng Bank, said, “At Hang Seng, we have been working closely with the HKMA and the police force, continuously enhancing our detection capabilities to prevent fraud and scams. What makes this market-first Fraud Protection Specialist Team particularly unique is the invaluable contribution of experienced retirees from the banking sector. Their profound industry knowledge and operational insights provide our customers with a personalised layer of support.”

Betty Yiu, a former Hang Seng branch operations manager with nearly four decades of experience at the Bank and now a member of the FPT, said, “Throughout my career, I’ve encountered numerous fraud cases, and a few years ago, my mother fell victim to a scam. Although she didn’t suffer any financial loss, witnessing the helplessness of elderly victims was truly heartbreaking. I am committed to using my knowledge and experience to help others. That's why, even after retiring, I chose to return to Hang Seng to play my part in safeguarding our customers.”

MARKETING-INTERACTIVE has reached out to Hang Seng Bank for more information.

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