HSBC Group

Business: Payments Business Services

Open positions:1

Role Title: Customer Service Executive GSC’s

Global Career Band: 8

Location (Country / City ): India / Bangalore

Recruiter Name : Sumana P

Why join us?

• Payments Business Services in Bangalore supports processing, investigation, and other high end payments related activities for multiple business entities across the group. Payments Business serves multiple distinct Business Regions of HSBC Bank covering their entire Global Payments operations. Number of differing platforms are used for different business regions. The fact that the large payments transactions expose substantial financial/reputational risks to the Bank; the COE is gearing itself to take it to next level by strengthening its management team.

The Opportunity:

• Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This will include Activities that involve Inward & Outward payment processing, Investigations & Verifications, Branch Enquiries through Inbound & Outbound calls to Customer & Branches, exposure to Manual Payments and Clearing Houses etc. would fall under this job role.

What you’ll do:

Key activities and decision making areas

• Good communication skills – Written & Verbal  
• Ability to multi-task, depending on the criticality of the tasks.   
• Attention to detail
• Quick Learner
• Strong focus towards high levels of Quality and Customer Service 
• Self-motivated and should be able to work under minimal supervision.  
• Good team player  
• Flexibility to work in different shifts including weekends.  
• Recognize, reward and set high internal service excellence benchmarks to ensure customer delight.
• Problem situations are proactively identified, resolved and escalated to give maximum customer satisfaction. Appropriate measures are taken to improve quality and prevent recurrence.
• Customer issues are handled sensitively and receive full consideration. Situations are resolved effectively retaining goodwill of customer.

Operations

• Identify and escalate potential complaints.
• Support achievement of team objectives 
• Exhibit ownership of the business 
• Act effectively on all customer feedback
• Receive/make calls from/to customers (internal/ external) 
• Delight internal and external customers   
• Respond to mails/queries related to process timely with a cc to the Line Manager
• To maintain HSBC internal control standards, including the timely adherence of internal and external audit points together with any issues raised by external regulators.
• To consistently maintain a high level of customer service by achieving established SLAs.

Completion of records and Management Information

• Management information, other required data and communication are completed accurately and supporting statistics/reports/returns are presented within agreed timescales.

Housekeeping

• Maintain equipment, systems and general work environment in good condition.
• Issues/problems are investigated or resolved immediately or escalated to Line Manager

What you will need to succeed in the role:

• Evidence of good analytical, statistical and data mining skills to study trends (D)
• Prior exposure to voice process. (D)
• Ability to speak and understand English fluently, write business letters and reports, and have good conversational / telephone skills. (E)
• Experience in a processing environment. (E)
• Production management skills and initiate process improvements. (D)
• Exposure to Payments processing environment. (E)
• Details understanding of Payments, payments work flow, payments processing (including channels/manuals inwards/outwards),- (D)
• Able to multitask and flexible to rotational shift (E)

What additional skills will be good to have?

• Knowledge in International Payments (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 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.

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