Job description
Business: HSBCnet Helpdesk team
Open positions:1
Role Title: Customer Service Executive GSC’s
Global Career Band: 8
Location (Country / City ): India/Bangalore
Recruiter Name : Chiransha Gupta
Why join us?
- Wholesale Servicing Operations is a part of DBS Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America.
- The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across Channels, GTRF, and HSS products. It spans across 6 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Krakow, Cairo and Mexico).
- The HSBCnet Helpdesk team in GSC Bangalore supports Tier 4 clients on queries related to channels, payments, account services through inbound calls, live chats and emails. The queries are primarily, technical in nature, requiring staff to provide on-screen assistance to customers on HSBCnet, via all channels mentioned.
What you’ll do:
Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)
- Ensure that the productivity and quality levels are achieved as per process and CoE targets.
- Proactively identify issues, if any, and escalate.
- Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines to satisfy the customer.
- Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
- Maintain equipment, systems, and general work environment in good condition, adhering to all appropriate procedures.
- Receive/make calls from/to customers (internal/ external)
- Process customer instructions accurately to achieve agreed quality standards and targets.
- Act effectively on customer feedback.
- Proactively escalate to the Line Management for any issues / transactions that would impact service delivery or potential loss to the bank
- Respond to mails/queries related to process timely with a cc to the Line Manager
- Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to errors made / incorrect advice provided to customers.
- Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
- Instructions/requests to be correctly interpreted, understood, and actioned.
- Ensure that the process related procedures are implemented as per the process manuals.
- Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
Requirements
What you will need to succeed in the role:
Functional Knowledge
- Excellent communication skills – Verbal and written [R]
- Excellent soft skills [R]
- High focus on proactiveness and ownership for tasks assigned [R]
- Attention to detail [R]
- Proven track record of strong focus towards high levels of Quality and Customer Service [R]
- Ability to multi-task, depending on the criticality of the tasks [G]
- Self-motivated and should be able to work under minimal supervision [R]
- Good team player [R]
- Flexibility to work in different shifts including weekends [R]
- Quick Learner [R]
- Ability to understand and interpret numeric data [G]
- Fast typing skills [R]
- Basic understanding of computers/laptops [R]
- Good interpersonal skills [R]
- Good Microsoft (MS Office) skills [G]
What additional skills will be good to have?
Others
- 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.
- Acquire and update knowledge on procedures related to relevant processes.
- All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner.
- Work productively, professionally and demonstrate ways to improve customer service.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Participate in team meeting / team activities and work towards sustaining team spirit.
Link to Candidate User Guide:
(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***
Nom du recruteur
Chiransha Gupta
Courriel de recruteur
chiransha.gupta@hsbc.co.in