HSBC Group

Open positions: 1

Global Career Band: 6IC

Why join us? 

Performs a variety of core banking and investment banking transactions for client organization to support consumer banking, commercial and wholesale banking, trust and custodial accounts, and trade, settlement, treasury and investment banking operations, typically in a non-voice environment | May contact internal or external customers and stakeholders by email, chats and calls to resolve questions | Responsibilities are within the Banking and Investment Banking Function as a generalist or in a combination of Disciplines

• Extend the current CS support to a wider client base and a few selected markets, or extending the HSBCnet support to referral/escalation to payments processing/investigation team as part of the Global Client Management Target Operating Model review.

• Provide Support to Top tier Clients from email and telephony channels, both e-Channel support and GLCM product support.

• To facilitate assistant manager or line manager to manage the day-to-day operations where applicable.      

The Opportunity:  

The GSC environment centers on the delivery of a highly professional Customer focused service with a continuous drive for improvement in terms of both service and cost effectiveness. The challenge of the business is to work under different parameters including multiple time zones, 24 hour flexi-shift, different systems, practices and processes and a uniqueness of work culture/environment inherited from the migrating countries. The nature of the services provided and the extent of the delivery of products for the various home Group companies (direct to Customers in many cases) are such that processing delays or errors will almost inevitably result in serious losses to the Group or poor customer service. The maintenance of a high level of internal control is essential to minimize these risks and maximize process security.

The Jobholder must also identify and explore opportunities/initiatives which would enhance the call centre contribution to the Bank’s business. In addition, the job holder is required to maintain an effective working relationship with various departments of the Bank to ensure that the Payment & HSBCnet teams in GZC supports the delivery of business objectives.

Creativity is required to solve operational and staff problems.  Clear understanding of the product, system design and operating rules of respective financial services and products is required.  Regular monitoring and constant reviewing of team performance is essential to ensure set service standards are met.  Logical thinking and fast but good judgement are required to handle demanding customers effectively.  The jobholder must speak and read fluent English and Korean.  The jobholder should also have a good understanding of Korea economy and constantly catch up with the information of the environment or industry in Korea.

The jobholder performs the daily call centre operations, ensuring the services delivered meet the service performance standards and within the guidelines of the Bank Instruction Manual, audit and compliance requirements and grasps every business opportunity.

To ensure highly responsive service, the jobholder is empowered with authority to deliver one-stop service without undue reference to his/her supervisors.

What you’ll do:     

• Resolve queries received via email, phone, or any other channels whenever available, within SLA.

• Accountable for delivering best-in-class Client Service experience, effectively managing any risks and issues.Take complete ownership and facilitate the end-to-end customer journey.

• Act as a GPS consultant for a dedicated portfolio of clients, contributing to key business objectives e.g. digital penetration, etc. Identify and resolve daily payments inquiries for wire transfers, ACH, checks, commercial cards, statements, billing, reporting, receivables such as Lockbox, and other core cash management services.

• Effectively manage and resolve client escalations, engaging senior management and functional partners as necessary to seek quick resolution.

• Coordination with other global GPS units including international service teams, Senior Account Managers, Sales, Product Management, and Implementations amongst others supporting the business, to resolve client requests/issue/escalations.

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting. 

What you will need to succeed in the role:       

• Bachelor’s degree in business, related field or equivalent work experience.

• Knowledge of industry standards related to all Cash Management products and services.  Min 4-5 years of corporate cash management and corporate clients fronting experience.

• Strong Customer Orientation and passionate about delivering superior customer service, willing to answer incoming hotline calls.

• Strong time management, planning and organization skills; Ability to manage and resolve/complete multiple competing priorities, projects, and inquiries.

• Strong interpersonal skills and ability to interact and build relationships with stakeholders at all levels.

• Excellent range of communication skills in English and Mandarin, including written, verbal, and the ability to deliver compelling presentations.

What additional skills will be good to have?     

• Strong Team Player with an ability to drive and motivate self and others.

• Good level of business acumen and commercial awareness, including economic, cultural, procedural and regulatory issues.

• Ability to understand a customer’s business and the fundamentals of running a business.

• Strong analytical, problem-solving and technical skills.    

Please refer the Candidate User Guide in the below link to understand your own journey as a candidate.

https://hsbchrdirect.service-now.com/esc?id=kb_article&table=kb_knowledge&sysparm_article=KB0184596&sys_kb_id=712b5f041b1f82908d3a0fe7ec4bcbd6

You’ll achieve more at HSBC

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 Processing (Guangdong) Ltd. GSC China***

(* The information contained in this job description is a true and accurate reflection of the job as specified.)