The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at HSBC. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.
In this role, you will:
Impact on the Business
- Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible
- Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
- Delivers what is promised in line with customer expectations
Customers / Stakeholders
- Generating customer loyalty through strong knowledge of key products and services
- Certified to handle multiple propositions (i.e Advance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards)
- Provides excellent
customer service to medium complexity customer contacts by keeping up to date on training and internal
communications
- Owns and resolves issues and understands how and when to escalate
Leadership & Teamwork
- Values diversity amongst team
- Acts a as mentor to assist new joiners as required
- Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable) supporting colleagues and customers to deliver superior customer service through these values
Operational Effectiveness & Control
- Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
- Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM 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.
- Maintains HSBC
internal control standards
We encourage you to apply your cv via this link: mycareer.hsbc.com/en_GB/jointalentcommunity?pipelineId=20570
