HSBC Group

Business: Collections Back office
Open positions:  1
Role Title: Collections GSC’s
Global Career Band: 8
Location (Country/City) : India/Hyderabad
Recruiter Name :  Kanupriya Mishra
Why join us?

• Collections back office team deals with UK delinquent customers who have missed a payment on any of our products like current accounts, loan, mortgage or credit card. The job holder will be required to carry out collections activities on these accounts which could be sending regulatory letters, account maintenance, dealing with debt management agencies, suppressing interest and charges or assessing customer’s financial affordability through income & expense assessment. It is a complex role & involves understanding customer profile / journey and recommending correct solution to customers in financial difficulty resulting is positive customer outcome.
  The Opportunity:
• The job holder will be required to carry out collections activities on accounts which could be sending regulatory letters, account maintenance, dealing with debt management agencies, suppressing interest and charges or assessing customer’s financial affordability through income & expense assessment. It is a complex role & involves understanding customer profile / journey and recommending correct solution to customers in financial difficulty resulting is positive customer outcome.
  What you’ll do:
• Ensure quality and productivity standards are maintained.
• Ability to learn and implement the process updates or changes quickly and accurately.
• Ability to understand and interpret numeric data.
• Ability to multi task
• support achievement of team objectives.
• Participate in development of cohesive teams.
• Foster development of co-workers.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.

What you will need to succeed in the role:

• Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position
• Previous experience of working (3+ years) in a Customer Service environment and/or supporting customers in financial difficulty.
• Excellent communication/skills – both conversational and written.
• Ability to work using a variety of systems on a computer.
• Ability to organize work independently and as part of a team.
• Positive attitude – demonstrating teamwork and cooperation towards the achievement of operational goals and addressing barriers to exceptional customer service.
• Previous experience of working in a Customer Service environment and/or supporting customers in financial difficulty.
• Deal with an array of complex delinquency situations, employing effective decision making skills and knowledge when applying resolution tools that best meets the needs of the customer needs.
• Empathetic approach with ability to build rapport and engender trust.
• Committed and enthusiastic to an ever changing environment to take responsibility for own development, seeking regular feedback and

challenging yourself to improve.
What additional skills will be good to have?

• Proficient knowledge in Microsoft Excel, Word and Power point Presentation (D)
• Good presentation skills (D)
  Link to Candidate User Guide:
  https://hsbchrdirect.service-now.com/nav_to.do?uri=%2Fhrsp%3Fid%3Dkb_article_preview%26sys_id%3D0c6b11641b6a9810cec0553a2d4bcb2a
  (Or)
  Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar. https://hsbchrdirect.service-now.com/hrsp?id=hrdirect_employee_dashboard
  You’ll achieve more at HSBC
  HSBC is 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.
  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.”
  ***Issued By HSBC Electronic Data Processing (India) Private LTD***