Job Profile
- Account opening
- Cards monitoring
- Customer requests and maintenances
- ALN/HML renewals
- CSEM monitoring and execution
- Customer Due Diligence reviews and remediation work
- Pre-screening of PIL / Card applications
- CEPS servicing
- Administrative items
- Support the Contact Center in account reviews and validation of credit card customers
- Identify potential risks or performance issues noted during remediation and reviews and provide feasible solutions/alternatives
- Question requirements that are ineffective or do not mitigate risks/negative impact on business
- Ability to understand and analyse solutions provided by delivery partners to ensure integrity of solution and any risk or impact is manageable or can be mitigated
- Identify synergy in aligning new and old process
- Provide all stakeholders with operational support and advice, to
- Meet/ exceed agreed customer satisfaction levels in terms of turn-around time and resolution of process-related cases.
- The role holder will provide operational support for our growing ATM network – an important marketing and servicing channel for WPB Philippines. These may include, but are not limited to:
- Supports the execution of the ATM strategy & KPIs as provided Head of Customer Channels and Head of CCOS
- Knowledgeable of scope of ATM transactions and customer impact, and departments involved to complete ATM transactions or queries
- Escalates unavailability or ATM issues to WPB W&I, WPB COO for awareness/support and cascade to Local IT / Payments / Operations for resolution
- Receive memorandums, and cascades the requirements, timeline, and impact or penalties to concerned department
- Receives technical advisory from BancNet, and evaluation on what this means for HSBC ATMs from local IT. WPB Customer Channels evaluates customer impact based on local IT’s evaluation and share to Wealth & International.
- Approval of screensaver requests, coordinates updates on screensaver to Local IT
- Creates communications and coordinates approvals required in coordination with Digital Team
- Works with DaaC to update list of billers in public website
- Arranges any required User/Operations Acceptance testing with DBS
Qualifications
- Degree holder is preferred
- 3-4 years working experience, preferred in the Bank
- Strong knowledge on products and process in WPB, particularly on customer KYC, Anti-Money Laundering, Sanction, and branch process. Prior experiences in Process Review, Service & Operations and/or Product Governance are preferable
- Good understanding of the FIM, and other external and internal policy related to WPB.
Should you wish to learn more about the vacancy, you may reach out to the hiring manager, Merichelle Mendoza <merichellesalazar@hsbc.com.ph> or Joan Beltran <joan.g.beltran@hsbc.com.ph>
You’ll achieve more when you join HSBC.
www.hsbc.com/careers
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Issued by The Hongkong and Shanghai Banking Corporation Limited.