Job Title: Customer Service Executive
Purpose of the role
- The HSBCnet Helpdesk Specialist supports liquidity and cash management queries for across the spectrum of Global Payments Solutions (GPS) customers including Financial Institutions, Multi-National Corporations and Local Corporates. They provide service and query management end to end for all GPS products.
In This Role, You Will
- Ensure that the productivity and quality levels are achieved as per process and CoE targets. Proactively identify issues, if any, and escalate. Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally. Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines to satisfy the customer. Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators. Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
- Maintain equipment, systems, and general work environment in good condition, adhering to all appropriate procedures. Receive/make calls from/to customers (internal/ external) Process customer instructions accurately to achieve agreed quality standards and targets. Act effectively on customer feedback. Proactively escalate to the Line Management for any issues / transactions that would impact service delivery or potential loss to the bank
- Respond to mails/queries related to process timely with a cc to the Line Manager Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to errors made / incorrect advice provided to customers. Meet targets on productivity and accuracy as per the targets and metrics defined for the process. Instructions/requests to be correctly interpreted, understood, and actioned. Ensure that the process related procedures are implemented as per the process manuals. Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set. Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
- Customer Engagement Provide a clear and concise response to client queries.
To Be Successful You Will
- Essential Previous service experience will be an advantage. Good level of business acumen and commercial awareness. Strong communication skills, both written and verbal. Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders. Comfortable working in a fast-paced work environment; continually changing lines of communication, technological advances etc. Time management and organization skills with ability to manage multiple time sensitive tasks. Analytical mindset.
- Desirable Experience working in an International Global Banking environment or International Treasury setting. Basic knowledge of HSBC Group companies and product ranges.
Hsbc.COm/Careers
You’ll achieve more at HSBC
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
- Issued By HSBC Electronic Data Processing (India) Private LTD***
