GCOU Financial Specialist I - Global Customer Outreach Utility (HASE) - HSBC Operations, Services and Technology - GZC

Job description

GCB8
Location: GZC

Some Careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Technology and Services, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

Impact on the Business
· Ensure that internal and external regulatory requirements are met by following all procedures.
· Delivers what is promised in line with customer expectations.
· Ensure concerns are highlighted through the correct escalation process.
· Performs a variety of service activities to all customers across multiple propositions (i.e. Advance, Premier, Mortgages, mass market etc) through the phone or internet channel.
· Responsible for ensuring the accurate and timely processing of all activities related to area of specialty.
· Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations.
· Provide basic operational support to the business as required.

Customers / Stakeholders
· Maintain superior and courteous service to expand customer relationships.
· Exceed customer expectations in terms of speed, efficiency, certainty and professionalism.
· Ensure work area is maintained in accordance with HSBC standards.
· Provides excellent customer service to complex customer calls by keeping up to date on training and internal communications
· Owns and resolves issues and understands how and when to escalate
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork
· Work as part of an integrated branch and multi- channel team, proactively supporting colleagues within the Contact Centre and the branch network.
· Position actively participates and assists with all Bank promotional programs, sales targets and direct marketing initiatives.
· Participates in business development programs within area of specialty to enhance product knowledge and relationship management skills.
· Actively refers customers to other areas of HSBC where appropriate.
· Demonstrate Group capabilities
· 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.
· Values diversity amongst team
· Promote an environment that supports diversity and reflects the HSBC brand.
· Acts a as 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 centres.
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

GCB8

Location: NHC

Some Careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.

HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Technology and Services, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

Impact on the Business
•Ensure that internal and external regulatory requirements are met by following all procedures.
•Delivers what is promised in line with customer expectations.
•Ensure concerns are highlighted through the correct escalation process.
•Performs a variety of service activities to all customers across multiple propositions (i.e. Advance, Premier, Mortgages, mass market etc) through the phone or internet channel.
•Responsible for ensuring the accurate and timely processing of all activities related to area of specialty.
•Ensures compliance, operational and system controls in accordance with HSBC regulatory standards and government regulations.
•Provide basic operational support to the business as required.

Customers / Stakeholders
•Maintain superior and courteous service to expand customer relationships.
•Exceed customer expectations in terms of speed, efficiency, certainty and professionalism.
•Ensure work area is maintained in accordance with HSBC standards.
•Provides excellent customer service to complex customer calls by keeping up to date on training and internal communications
•Owns and resolves issues and understands how and when to escalate
•Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork
•Work as part of an integrated branch and multi- channel team, proactively supporting colleagues within the Contact Centre and the branch network.
•Position actively participates and assists with all Bank promotional programs, sales targets and direct marketing initiatives.
•Participates in business development programs within area of specialty to enhance product knowledge and relationship management skills.
•Actively refers customers to other areas of HSBC where appropriate.
•Demonstrate Group capabilities
•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.
•Values diversity amongst team
•Promote an environment that supports diversity and reflects the HSBC brand.
•Acts a as 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 centres.
•Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
•Complete other responsibilities, as assigned.

Desired profile

Qualifications :

·  Must have education standard to at least high school diploma and be of a legal working age Must be proficient in language(s) required by the process
·  Advanced customer service skills
·  At least 2 years of experience in banking or related industry in a customer service / client facing role.
·  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
·  Knowledge of HSBC's products and services.
·  Knowledge of HSBC's policies, practices, and procedures within own area.
·  Excellent analytical and critical thinking ability.
·  Competent in conflict resolution.
·  Work in fix shift.

You'll achieve more at 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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***