Associate - GBB Client Servicing

Job description

Job description

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Associate - GBB Client Servicing

Principal responsibilities

·  Working in a contact center environment handling multiple customer queries from our customers typically on multiple products and or propositions.
·  Providing quality customer service over the phone or chat to resolve customer enquiries at a high level of customer satisfaction.
·  Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, service and solutions. 
·  Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
·  Provides excellent customer service to inbound customer calls/chats by keeping up to date on training and internal communications.
·  Generating customer loyalty through strong knowledge of key products and services
·  Answer 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.
·  Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX 
·  Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators'.
·  Implement feedback received during coaching sessions including but not limited to monthly performance review.

Requirements

·  Experience in building effective client relationships and stakeholder management.
·  Attention to detail and ability to prioritize work.
·  Ability to take full ownership in resolving client’s query/concerns.
·  Strong attention to detail to ensure accuracy in documentation creation.
·  Strong organizational skills to manage multiple tasks.
·  Strong communication written, verbal and interpersonal skills.
·  Willingness to learn and grow within the role.

Others

Risk and control management

·  Ensure policy and procedures are well adhered to and there are nil incidents/errors.  
·  Where an issue has been identified, raising it to line manager for mitigation and sharing best practices.

You’ll achieve more when you join HSBC.

HSBC is 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. 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 (India) Private LTD***