Job Advert Details
Some careers have more impact than others.
If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.
We are currently seeking a high caliber professional to join our team as a Senior Contact Centre Service & Sales Representative, Inbound.
Areas and Accountabilities
- Deals with contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
- Delivers what is promised in line with customer expectations
- Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
Customers / Stakeholders
Leadership & Teamwork
Operational Effectiveness & Control
- Provides excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
- Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards) and has specialized in one of the high complex roles within the contact centre
- Generates customer loyalty through strong knowledge of key products and services
- Owns and resolves issues
- Handles escalated customer calls
- Treat customers fairly and with integrity
- Acts as a role model for our Group values and behaviours (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
- Acts as the officer in charge while the team leader is out, providing relief assignments as required
- Values diversity amongst team
- Acts a as mentor to assist new joiners as required
- Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
- Maintains HSBC internal control standards
- Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
- Complete tasks and fulfill responsibilities as outlined in CDD LoBP, AML Policy; Sanctions Policy and always stay vigilant to identify and report warning signs to detect, deter and protect customers and the bank from fraud and financial crimes.
Information
· Must have education standard to at least university diploma and be of a legal working age
· Must be proficient in 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
· Excellent communication skills and is polite and friendly at all times
· Displays patience and empathy. A knowledge expert who has the ability to teach/mentor others
Nom du recruteur
Uyen Tran
E-mail du recruteur
uyen.tran@noexternalmail.hsbc.com