Job Advert Details

Business: HBUK GSC Collections Manila
Open positions: 15
Role Title: Senior Advisor FST Unsecured
Global Career Band:7
Location : Quezon City, Philippines
Recruiter Name: Edward Palma


Why join us?

GS C Manila Collections has circa 450 people across 2 Call Centre sites catering to eight markets.

HBUK Collections Red Brand/ Financial Support Team is comprised of 2 different queues: Early Cycles/Late Cycles: Tier 1 and Tier 2. The department performs collection function for unsecured lending. deals with inbound and outbound dialing on delinquent accounts 1 to 180 days past due (Products include- Retail Bank Accounts, Credit Card, Personal Loan, Commercial Accounts and Mortgage Products)


The Opportunity:
  • Perform Outbound and Inbound telephony collection activity on Unsecured products mentioned above and deliver fair outcome to our customers.
  • Ensure that the Collections targets are met both individually and as a team
  • Ensure that Call quality & Individual performance Metrics are met at the benchmark set, at a minimum.
  • Ensuring highest due diligence to Internal and External Policy and procedures, Regulatory obligations when executing role specific accountabilities
  • Understand how individual role deliverables impact teams achievements as a whole.


What you’ll do:

The purpose of a Customer Resolution Advisor is to help reduce customer dissatisfaction/improve customer satisfaction and operational efficiencies by challenging processes, policies and strategies. Role holders are expected to be accountable for their customer outcomes and make decisions and judgments on accounts in relation to; - default and demand status; - handling specific cases of vulnerability (without call hand off); applying forbearance solutions to accounts that have financial impacts for customers by completing full affordability assessments & - cross product trained across the brand.

Information

What you will need to succeed in the role:
  • The main responsibility is to assess the current financial circumstances of our customers who are going through a period of financial difficulty and provide fair outcomes.
  • Provide well-reasoned solutions to fully rehabilitate their accounts and/or signpost them to appropriate sources for support.
  • The role will be providing affordability assessments and recommendations for a variety of solutions whilst minimizing any credit risks, fraud, regulatory and conduct risks.
  • The jobholder will have regular contact with customers and colleagues, on the telephones and in writing and must be able to communicate professionally in English. This will include the need to resolve complaints and more complex scenarios.
  • Work closely with customers who are in financial difficulties in order to deliver appropriate solutions.
  • The role holder handles the customers’ circumstances at first point of contact (first touch/one touch resolution) and is responsible for adherence to all of the regulatory requirements within their charge.


What additional skills will be good to have?
  • Excellent communication/skills – both conversational and written.
  • Ability to work using a variety of systems on a computer.
  • Ability to organize work independently and as part of a team.
  • Positive attitude –team player
  • Deal with an array of complex delinquency situations, employing effective decision making skills and knowledge when applying resolution tools that best meets the needs of the customer needs.
  • Empathetic approach while connecting with the customer
  • Committed and enthusiastic to an ever changing environment, open to feedback and takes ownership of growth


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 HDPP***

* The information contained in this job description is a true and accurate reflection of the job as specified.


Want To Apply?
  • All applicants must have successfully completed their probation period
  • All applicants must have a minimum performance rating of Good and behavior rating of Good in the last year end appraisal
  • All applicants should have served at least 18 months in their current functional role and department company. Check your tenure in current position by viewing your Employee Profile on HR Direct. See Time in Position under Employment Information.
  • Applicant should inform respective Line Manager prior to submitting an application
  • Application form should be submitted on CareerLink along with their current CV
  • All the completed applications should be submitted on 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
Edward Palma
E-mail du recruteur
edward.o.palma@hsbc.com.ph
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