Job Advert Details
Business: CIIOM and Expat
Open Positions: 15
Role Title: CCSS Representative
Global Career Band: 8
Location: Quezon City, Philippines
Recruiter Name: Jamie Bellosillo Almendrala
Why join us?
HSBC offers a wide range of opportunities to develop a fulfilling career within the organization. We aim to be the best place to work where everyone has a chance to achieve their full potential, regardless of their background. Our culture values diversity and inclusion while encouraging people to always do the right thing and act with integrity at all times. We promote a speak up culture and a supportive environment. All these with a market- competitive benefits!
The Opportunity:
- Responsible for taking an inbound and/or outbound high volume call centre environment servicing various HSBC products and propositions including Expat accounts
- Through actions promotes and holds accountability to the highest level of customer service. Delivers upon quantitative and qualitative key performance indicators, in line with our business strategies and regulatory requirements (i.e. scorecard).
What you’ll do:
Perform routine task of handling inbound calls in a timely manner using skills gained through formal training and work experience. Understand and identify relevant queries / complaints of both new and existing customers. Support in providing right solutions using knowledge of established policies and procedures. Handle a range of straight forward tasks for supporting collection transactions. Perform a first level analysis for processed transactions to ensure accuracy, alignment with HSBC's guidelines and statutory requirements and timeliness.
The role holder is responsible to:
- Provide best possible service levels and customer relations by providing resolutions in a timely manner
- Handle new and existing customer inquiries effectively
- Need to understand relevant queries / complaints to be resolved through necessary research and available resources
- Resolve customer queries / complaints mainly by applying knowledge of established procedures and policies
- Maintain customer information and updates records and database for both existing and new customers
- Perform the routine task under moderate supervision within established procedures
- Act as an informal resource for colleagues with less experience
- Ensure individual key performance indicators are achieved
- Monitor customer obligation for mid/high value accounts on a day to day basis to identify outstanding accounts receivables, due date and other standard variables.
- Support collection transactions for mid/large value accounts as well as small accounts, where the customer is unable to meet his/her obligation
- Track payments/recovery especially from the accounts where the customer is unable to meet his/her own obligation.
- Review incoming payments (collections) for accuracy and timeliness. Follow-up in case of delays, using HSBC's standard guidelines.
- Prepare a first level analysis of the incoming payments on a regular basis
- Adhere to regulatory requirements and Collections policies
Information
What you will need to succeed in the role:
- Applicants must have at least three years of experience in a customer facing role
- Applicants must have experience in Banking and Financial Services, strong understanding of banking products and services
- Proven experience in handling International or Expatriate clients
- Must be proficient in the language(s) required by the process
- Open to working flexible shifting schedules
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
- Ability to work in a high-volume, fast paced environment is required
- Proficiency with personal computers and basic software packages and specialised applications
- Have a positive , can do attitude with a desire to get things right first time every time , and works around limitations
- Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service
- Excellent communication skills,
- Problem solving and Decision making skills – PSDM , a desire to do things better, to identify and set and strive for stretching goals
- Experience of coaching, mentoring, developing others and motivation skills and develops a culture of empowerment
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 (Philippines) Inc. ***
Want To Apply?
- All applicants must have successfully completed their probation period
- All applicants must have met the Behaviour Gateway in the last performance appraisal
- All applicants should have served at least 18 months in their current functional role and department company
- All applicants should inform their respective line manager of their application
- Application form should be submitted via CareerLink along with the current CV
- All the completed applications should be submitted via CareerLink by 11:59 PM on the closing date
- Have not been previously declined for the same post within the last 3 months on the date of submission of their application
- Have not been on ANY form of Corrective Action within the last 6 months from the date of application
Declaring incorrect information in your application (e.g. incorrect performance and behaviour rating; and corrective action status) is considered a SERIOUS OFFENSE based on the HDPP Employee Handbook:
A. Very Serious Offense
"Sec 1. Any acts of dishonesty, which may provide reasonable grounds for the company to lose trust and confidence to the employee, which includes but not limited to the following:
c) Giving false testimony or falsifying any document, records or information or presenting such falsified document, records or information in any study, research inquiry; padding and deliberate overcharging of expenses; tampering with time records; requesting or allowing any individual to log in/out and actually logging in/out any individual.”
Nom du recruteur
Jamie Bellosillo Almendrala
E-mail du recruteur
jamie.almendrala@hsbc.com.ph