Tess Fung

Customer-centric banking executive with solid experience dedicated to providing excellent customer service and enhancing end-to-end customer journeys across retail and corporate sectors. Proven track record of leveraging data-driven insights and digital innovation to resolve pain points and elevate overall satisfaction.

• Banking Relationship Management – B2B client servicing, digital solutions, and commercial account retention, especially in start-ups and new businesses.
• End-to-End Customer Journey Optimization - Implemented a dedicated support contact point for portfolios clients. Mapping and refining interactions across all channels to streamline digital servicing.
• Cross-Functional Collaboration – Bridge departments (operations, IT, marketing, communications ) to align customer service goals with business strategy.

• Supported development and execution of strategic partnership initiatives to drive key performance indicators (KPIs) and customer acquisition across various business lines. Handled over 50 businesses portfolio and increased business by 10%.
• Identified and built relationships with broker networks, affinity groups, and financial institutions to expand distribution channels and digital reach.
• Collaborated with underwriting, legal, product, and compliance teams to assess partnership feasibility, ensure regulatory alignment, and structure mutually beneficial agreements.

• Assessed and underwrote general insurance policies including motor, property, liability, and commercial lines in accordance with internal guidelines and risk appetite. Maintained a loss ratio below 30% across assigned portfolio.
• Analyzed risk data, claims history, and supporting documents to determine appropriate premiums, coverage limits, and terms.
• Worked closely with brokers and agents to negotiate policy terms, address client queries, and ensure high service standards.