Processor Account Servicing

Job description

The Processor Account Servicing role is based within Insurance Operations.

The role of the Processor Account Servicing is to support servicing requests received at back office including amendments to customer information, place standing instructions, support data requests for Banks, customers, etc.

The role holder will process requests to perform account servicing requests and checks for relevant documentation before actioning the account for Wealth/ Insurance products. It includes all processes related to servicing of unsecured lending accounts, including:
· Updates
· Maintenance: pay down and closure,
· Mitigant Maintenance - Update any changes to customer details M
· Maintenance of mitigant (including Retail Banking and Wealth Management (RBWM), Secured lending)
· Mortgage - Interest adjustments and applying ad hoc payments
· Loan Restructures - contract modification

The goals are:
· Provide a high quality customer service, ensuring work is completed in accordance with internal, external, legislative and regulatory procedures, company policy and service level agreements in HSBC Investment Services.
· Contribute to the continuous improvement of the business by providing appropriate technical expertise/guidance to internal/external customers and third parties.
Your responsibilities will include:
· Work is prioritised and completed accurately in accordance with procedures, timescales and quality standards.
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
· Continuous review of procedures/processes to ensure efficiency maintained by taking account of customer feedback.
· Assist with the training of new team members & involvement in the cross training of existing staff.
· Achieve standards for productivity, accuracy, efficiency and timeliness in accordance with procedures and objectives.
· Escalate instances of non-compliance and ensuring that Bank and Centre policies are adhered-to.

Desired profile

The ideal candidate for this role will have:
·  Relevant product knowledge including knowledge of Insurance
·  Experience working in relevant environment/s, i.e. Operation
·  Experience working in relevant market/context, i.e. Financial
·  Past working experience on relevant systems, i.e. Browser Main Menu (BMM)
·  Experience of using relevant software packages, i.e. Microsoft
·  Availability to work the day shift pattern 10:00-18:00.
·  Relevant product knowledge including knowledge of Payment Protection Insurance (PPI) is desirable but not essential
·  A track record of gaining an understanding of customers' needs and delivering excellent customer service
·  An open, flexible and supportive approach to change and innovation
·  Consistently achieved objectives set for them and taken action to improve their own performance
·  Self-awareness with confidence to work independently and take responsibility for own development
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
·  Experience of making timely and rational decisions, based on relevant information and experience
·  Experience of planning and prioritising their own time effectively, aware of their responsibilities and committed to delivering these efficiently

The base location for this role is Coventry.

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.

Key search words: Customer Service, Operations, Insurance, Wealth Business Services