HSBC Group

Business: GPS Client Mgmt. Operations
Open positions:1
Role Title: Customer Service Executive GSC’s
Global Career Band: 8
Location (Country / City ): India/Bangalore
Recruiter Name : Vineeta Aadhya
The Opportunity: 

• Staff in the Customer Service category will have knowledge of product offerings, policies and procedures which would enable them to fulfil customer queries. The mode of interaction may be face-to-face, by telephone or through e-channel applications.
  They operate as Individual contributor and will report to centre, department or unit manager or team leader who may have remit for customer service
  What you’ll do: 
  Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)
• Resolve queries received via email, phone, or any other channels
• Channel complex matters and escalations to appropriate departments where necessary certify that customer complaints are escalated to internal teams, regulatory bodies or HSBC group as appropriate, in line with prevailing policies
• Undertake administrative tasks and systems updating activities in line with procedures which operate in the respective area
  Interact with the client to understand the background. Communicate with different stakeholders within the client’s organization to appreciate needs and challenges within processes and technology.
• Source information from SMEs to fill any gaps in knowledge to interpret client requirements and formulate comprehensive solutions for the client.
• Responsible for ensuring that HSBC brand values are upheld in all interactions.
  Leadership & Teamwork  
• Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns
• Establish and maintain excellent working relationships with the key HSBC stakeholders. Build trust and connect with relationship manager and sales communities
• Drive basic queries to resolution including ensuring support from internal partners (Ops/Tech) where needed.
• Listen to the client and ask questions. Speak to different stakeholders within the client’s organisation to appreciate needs and challenges within processes and technology.
   

What you will need to succeed in the role:
Functional Knowledge

• Identify and resolve daily cash management inquiries for wire transfers, ACH, checks, commercial cards, statements, billing, reporting, receivables such as Lockbox, and other core cash management services
• Effectively leverage MSD or query management for organization
• Ability to source basic information from SME and internal partners. Interest in learning.
  Others
• Good analytical, problem-solving and technical skills
• Basic understanding of GPS products and our clients. Focus on understanding of basic queries and effective paths of resolution
• Learn quickly and adapt to changes in product capability, new technology and industry trends or changes in client needs
• Ability to quickly answer basic queries and identify items to be escalated to leadership
• Strong Customer Orientation and passionate about delivering superior customer service.
  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 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 (India) Private LTD***