The Premier Direct Banking Specialist is trained to handle inbound calls from internal and external customers across multiple products and propositions. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance.
This job will carry out some or all of the following tasks:
Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Maintains attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner.
Adhere to call procedures and guidelines.
Establish customer's needs and offers solutions to enhance the customer's relationship.
Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
Maintain a working knowledge of regulations to identify risk or fraudulent activity in order to protect both the customer and the bank
Impact on the Business
Answers/ makes phone calls from 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
Provides excellent customer service to complex inbound customer calls by keeping up to date on training and internal communications
Certified to handle multiple propositions or multiple products and has specialized in one of the high complex roles within the contact center
Generates customer loyalty through strong knowledge of key products and services
Owns and resolves issues
Handles escalated customer calls
Leadership & Teamwork
Acts as a role model for our Group values and behaviors (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
Values diversity amongst team
Acts as a mentor to assist new joiners as required
Operational Effectiveness & Control
Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centers
Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers
To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.
Understanding updates on procedural changes and compliance
Achieving customer excellence in every contact
Owning personal career development while balancing daily job duties
The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.
Management of Risk
Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials. The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.
Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
Observation of Internal Controls
Maintains HSBC internal control standards, raise issues as needed for managerial attention.
Internal Number: 749784
HSBC was born from one small idea: a local bank serving international needs. We started our business in Hong Kong in 1865. In 2015, HSBC celebrates its 150th year anniversary. Over the years, HSBC grew through expanding its branch network, offering new products and establishing its own investment banking arm.
We aim to be where the growth is, connecting customers to opportunities, enabling businesses to thrive and economies to prosper, and ultimately helping people fulfill their hopes and realize their ambitions.
• Located in 72 countries and territories
• Serving around 48 million customers
• Supported by over 268,000* people
• Head office in US is New York City
We aim to be dependable, open and connected in everything we do. We want to ensure that our employees feel able to stand up for what is right, highlight potential risks and act with integrity, even when faced with pressure to act otherwise. By doing so, we will be able to meet expectations of society, customers, regulators and investors. To make sure everybody at HSBC lives up to these values, they are a part of everyone's annual performance review.
At HSBC, you will find that we are dependable, o...pen to different ideas and cultures, and connected to customers, communities, regulators and each other. Our culture has a family feel to it – our employees are encouraged to work together to reach a common goal. This idea is supported and encouraged at the leadership level and passed down.
Our size and global reach mean more opportunities for you to grow your career with us.
We are looking for forward-thinking, driven, perceptive candidates to help our customers realise their hopes, dreams and ambitions.
This means people who are dependable, open to different ideas and cultures, and enjoy being part of a team; people who have the potential to become the future leaders of HSBC.
We encourage you to drive your own development and build your network within your office and around the world.
We provide the opportunities for you to connect with customers, colleagues and the communities in which we operate.