Customer Service Representative

11 hours ago

Shenzhen, Guangdong, China HSBC Full time

Wealth and Personal Banking (WPB) is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager with trillions in assets.

Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors, and ultra-high-net-worth individuals.

We provide products and services such as bank accounts, credit cards, personal loans, and mortgages, as well as asset management, insurance, wealth management, and private banking, that best suit our customers' needs.

We are currently seeking an experienced professional to join our team in Shenzhen Huaqiaocheng Sub-Branch, China (South Region).

In this role, you will:

Impact on the Business/Function

  • Contribute to an environment where the wider Branch team maximises performance to achieve RBWM business objectives.
  • Deliver the standards of service quality required by achieving SLAs.
  • High attention to detail ensures customer transactions are processed without errors that could lead to detriment to customer or HSBC.
  • Identify common frauds/errors/irregular transactions taking appropriate actions to resolve or refer.

Clients / Stakeholders

  • Meeting customer expectations in terms of efficiency, accuracy, timeliness, and professionalism either in branch or on the telephone.
  • Responsible for the customer journey of any service provided or product referrals where appropriate.
  • Deliver new income opportunities through initiatives which support development of new and existing customer relationships.
  • Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Leadership & Teamwork

  • Individuals are responsible for their own effectiveness, development, and results. People performing a sole transactional role or one of a more generalist nature.
  • Support achievement of the HSBC vision, values, goals, and culture in personal behaviour, actions, and decision-making.
  • Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training, and developing the levels of capability and competence needed to be effective in the role.
  • Contribute to team development, effectiveness, and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse, and supportive working environment.

Operational Effectiveness & Control:

  • Individuals are responsible for their own effectiveness, development, and results. People performing a sole transactional role or one of a more generalist nature.
  • Suggest ideas and contribute to implementing actions that will improve customer service, quality, or the way teams and individuals work together.
  • Adhere to HSBC policy, procedures, and control requirements applicable to day-to-day working, exceptional, and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures.
  • Continuously monitor and gather information to assess potential impacts and identify possible risks and opportunities for the business.
  • Apply policies, procedures, practices, and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management, and regulatory compliance.

Requirements

To be successful in the role, you should meet the following requirements:

  • Bachelor's degree or equivalent experience.
  • Minimum of one year proven and progressive financial services and/or retail sales experience or equivalent.
  • Strong communication, client focus, and influencing skills.
  • Sound knowledge of services and the client relationship management system.
  • Local regulatory & license requirements.
  • Clear view on how to work with Compliance, Credit & Risk and Internal Control to ensure a balanced risk operating environment.
  • Able to communicate well in English and local languages.

Estimated Salary: ¥250,000 - ¥300,000 per annum

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