HSBC Group

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of GPS Client Servicing

Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

Main Activities:

• Review queries originating from corporate clients through live emails/chat/calls and provide resolution working with various departments and stakeholders
• Develop required product and customer journey knowledge to support end to end resolution of customer enquiries
• Support customers through difficult situations such as challenging inquiries/complaints utilising negotiation skills while following guidelines in an effort to satisfy the customer
• Think laterally beyond procedures to resolve issues ensuring service TATs are met, leading to better customer relationship
• Air Traffic Controller – Categorize client inquiries with client details and appropriate query type
• Brokerage Dealer Investment Sweeps – daily and monthly reconciliation of deposit accounts, reporting and input settlement transactions into HSBCnet
• Cost Center Reject Refer – Monitor dashboard and contact client / RM for funding and approvals
• Interest Rate Adjustments – Enter Interest Rate changes and CD Rollover Rates/Terms in HUB
• Outbound Wires – Monitor and notify client/RM of transactions when accounts are on restraint
• Request for Information – Monitor dashboard and contact client for additional information on Wire transactions
• Signature Verification – Validate Authorize Signers against client resolutions stored in FileNet
• Client initiated Account Closing – perform all tasks to close deposit and/or Term accounts
• Domestic Signer Update – Perform Authorize and Transactional signer updates for client accounts
• Manual Wires – perform Manual Wire callbacks from a Recorded line

• Bachelor’s degree in business, related field or equivalent work experience
• Knowledge of industry standards related to all Cash Management products and services preferred
• Ability to understand customer needs, and translate to actions aimed at providing quick resolutions
• Ability to resolve medium to complex queries including customer complaint resolution
• Strong Customer Orientation and passionate about delivering superior customer service
• Ability to write business emails providing complete and accurate information and next steps
• Excellent interpersonal skills and ability to interact and build relationships with stakeholders at all levels
• Great written and communication skills in English
• Flexibility to work shifts.
• Ability to understand a customer’s business and the fundamentals of running a business
• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

At HSBC we offer our colleagues a greater number of leave days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

***Issued By HSBC Electronic Data Process Mexico Private LTD***