Assistant Manager VCIP Support

As a Customer Service Representative at HSBC, your role involves handling general customer contacts in a contact centre environment. Your primary responsibility is to provide high-quality service to ensure maximum customer satisfaction. You will be focused on completing the VCIP journey at the first contact whenever possible, taking ownership, and initiative to resolve customer issues. It is essential to achieve individual key performance indicators while upholding quality and compliance standards. Your key responsibilities include: - Enabling customers to submit KYC information through video calls for faster onboarding and compliance - Improving customer experience and saving on KYC costs through Video KYC - Providing excellent customer service by expediting the KYC process through face-to-face interactions You will be expected to act as a role model for HSBC's Group Values and Behaviours, supporting colleagues and customers to deliver superior service. Embracing diversity within the team is crucial for fostering a collaborative work environment. In terms of operational effectiveness and control, you are required to adhere to HSBC's internal control standards, complete mandatory LMS modules on time, and comply with AML regulations and Global Standards. Performing Customer Due Diligence according to SOP guidelines is essential. The role may present challenges such as adapting to changing performance parameters, staying updated on procedural changes and compliance requirements, and consistently achieving customer excellence in every interaction. As for qualifications, you should have a minimum graduation degree or higher as required for the role. Proficiency in the language(s) required by the process, flexibility in working shifting schedules, and the ability to thrive in a team environment are necessary. Displaying excellent communication skills, patience, and empathy is vital for success in this role. HSBC is committed to creating a culture where all employees are valued, respected, and encouraged to contribute their opinions. The company offers continuous professional development, flexible working arrangements, and opportunities for growth within an inclusive and diverse environment. Please note that personal data provided for employment applications will be handled in accordance with HSBC's Privacy Statement. Join HSBC to embark on a career that opens doors to new possibilities and rewards.,