Inbound Service Associate
1 month ago
Wealth and Personal Banking (WPB)
Wealth and Personal Banking represents our global initiative that merges Retail Banking with Wealth Management and Global Private Banking, aiming to establish a comprehensive wealth management service with substantial assets. Our dedicated professionals cater to millions of clients worldwide, covering a broad range of private wealth needs, from personal banking for individuals and families to services for business owners, investors, and ultra-high-net-worth individuals. We offer a variety of products and services, including bank accounts, credit cards, personal loans, mortgages, asset management, insurance, and private banking, tailored to meet our customers' diverse requirements.
We are currently looking for a skilled professional to enhance our team.
In this position, you will:
Business Impact:
· Engage with HSBC customers in a courteous and friendly manner, fostering customer confidence and resolving issues at the first point of contact whenever feasible.
· Fulfill commitments in alignment with customer expectations.
· Propose value-added products and services based on customer needs assessments, ensuring customers understand these offerings.
Customer Engagement:
· Employ various straightforward techniques to personalize the customer experience, making them feel valued and appreciated.
· Meet customer expectations by delivering suitable solutions promptly, efficiently, and in a personalized manner.
· Certified to manage multiple propositions (Advance, Premier) across various products (Core Banking, Cards).
· Cultivate customer loyalty through a strong understanding of key products and services.
· Take ownership of issues and understand the appropriate escalation processes.
Leadership & Collaboration:
· Serve as a role model for our Group Values and behaviors (Open, Connected, Dependable), assisting colleagues and customers in delivering exceptional service through these principles.
· Embrace diversity within the team.
Operational Excellence & Compliance:
· Familiarity with Group compliance and Operational Risk, while upholding HSBC's internal control standards.
· Awareness of all elements of Operational Risk associated with the role.
To excel in this role, candidates should meet the following criteria:
- Bachelor's degree or higher.
- Minimum of two years of relevant experience.
- Educational qualifications must meet at least college degree standards and be of legal working age.
- Proficiency in the required languages for the process.
- Willingness to work flexible shifts.
- Must be adaptable, customer-focused, and able to thrive in a team environment, open to feedback and development.
- Take pride in delivering on promises in line with customer and service expectations.
- Committed to performing well, ensuring accuracy for the customer, and verifying that everything is in order.
- Ability to operate in a high-volume, fast-paced environment is essential.
- Proficient with personal computers and basic software applications.
- Excellent communication skills, maintaining a polite and friendly demeanor at all times.
- Demonstrates patience and empathy.
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