Customer Service, Live Chat Agent (Bilingual: French & English)

Job description

HSBC is Canada's leading international bank – there is no one like us in this market. For almost 40 years, our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients. With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.

HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It's through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide, helping them manage their day – to day finances and save for the future. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division. We are committed to building long-term relationships with our customers, offering products and services to help them reach their goals and aspirations. We continue to exponentially grow our market share in Canada year on year.

Key Objectives for Customer Service, Live Chat Agent:

To provide operational and administrative support and quality standards to the Personal Financial Services business. Overall nature of work is of low to moderate complexity.

Principle Accountabilities:

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Exceeds expectations in terms of speed, certainty and efficiency of response.

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Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.

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Act as second level escalation for handling more complex issues as well as a referral point for signing authority and approvals.

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Maintain superior and courteous service to internal and external contacts.

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Ensure branch or work area is maintained in accordance with HSBC standards.

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Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

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Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.

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Provide guidance to Operations Risk and Administration Associates, Personal Bankers and Premium Bankers.

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Participates in quality, regulatory and compliance training in order to meet performance targets.

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Promotes an environment that supports diversity.

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Demonstrates Group capabilities.

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Promote an environment that supports diversity and reflects the HSBC brand.

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Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.

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Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:

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Must have at least 1 year in customer service role

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Must be fully bilingual in spoken and written; French and English

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Must have extensive written skills, ability to communicate with customers in a professional manner online.

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Have experience in a professional manner with Facebook, Twitter, writing emails, and chats.

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Professional appearance and attitude.

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Team player and development minded.

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Ability to learn and operate new software and technology.

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Detailed orientated with good time management and organizational skills.

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Ability to multi-task.

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Previous customer service / banking industry experience an asset.

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Ability to handle large volumes, tight turnarounds and multiple deadlines.

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Some experience with conflict resolution required.

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Ability to work independently.

HSBC Proud

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.