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Client Care Specialist

2 months ago

Foshan, Guangdong, China HSBC Full time

Wealth and Personal Banking (WPB)

Wealth and Personal Banking represents our global initiative that merges Retail Banking with Wealth Management and Global Private Banking, establishing a comprehensive wealth management service with substantial assets. Our dedicated professionals cater to millions of clients globally, addressing the diverse needs of private wealth, from individual banking for families to services for business owners, investors, and ultra-high-net-worth individuals. We offer a range of products and services including bank accounts, credit cards, personal loans, mortgages, asset management, insurance, and private banking tailored to meet our clients' needs.

We are looking for a skilled professional to enhance our team.

Key Responsibilities:

Impact on the Business/Function

· Engage with HSBC clients in a courteous and friendly manner, building customer confidence and resolving issues at the first point of contact whenever possible.

· Deliver on commitments in alignment with customer expectations.

· Provide value-added products and services based on thorough customer needs analysis, ensuring clients understand these offerings.

Customers / Stakeholders

· Employ various techniques to personalize the customer experience, making them feel valued and appreciated. Meet customer expectations by delivering appropriate solutions promptly and efficiently.

· Certified to manage multiple propositions (Advance, Premier) across various products (Core Banking, Cards).

· Foster customer loyalty through in-depth knowledge of key products and services.

· Take ownership of issues, resolving them effectively and knowing when to escalate matters.

Leadership & Teamwork

· Serve as a role model for our Group Values and behaviors (Open, Connected, Dependable), assisting colleagues and clients in delivering exceptional customer service through these principles.

· Embrace diversity within the team.

Operational Effectiveness & Control:

· Understand Group compliance and Operational Risk, maintaining HSBC's internal control standards.

· Be aware of all aspects of Operational Risk related to the role.

To excel in this position, candidates should meet the following criteria:

Bachelor's degree or higher Minimum of two years relevant experience Educational qualifications must meet at least college degree standards and be of legal working age Proficiency in the languages required for the role Willingness to work flexible shifts Must be adaptable, customer-focused, and thrive in a team-oriented environment, open to feedback and development Take pride in fulfilling commitments in line with customer and service expectations Demonstrate a commitment to delivering quality service and ensuring all details are accurate Ability to operate effectively in a high-volume, fast-paced environment Proficient with personal computers and basic software applications Excellent communication skills, maintaining a polite and friendly demeanor Exhibit patience and empathy in all interactions