Job Title: Senior Associate - GBB Client Servicing
Purpose of the role
The Business Client Services team provides general, technical and account related support to Business Banking customers in UK through Telephone and Digital channels. The role holder is expected to take full ownership of client queries and provide best outcome to the clients efficiently.
In This Role, You Will
- Working in a contact centre environment, providing quality customer service over the phone or chat to resolve customer enquiries at a high level of customer satisfaction. As a Subject Matter Expert (SME), provide referral support to colleagues by responding to queries accurately, efficiently and professionally.
- Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, service, and solutions. Taking ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
- Responsible for achieving individual key performance indicators and development whilst maintaining appropriate operational risk control and compliance in all activities.
- Advising, communicating, empathizing, resolving conflict and responding sensitively to clients. Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
- Recognize and adjust support approach to accommodate all levels of customer's experience. Communicate positively with team members, customers, and other partners. Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Participate in team meeting / team activities and work towards sustaining team spirit. Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines to satisfy the customer.
To Be Successful You Will
- We are currently looking for dedicated professionals to join our Customer Service teams. What we're really interested in is a genuine passion for going above-and-beyond for our customers on calls, chats & everything else we can teach you:
- Minimum 12 months experience in Business Banking (essential). Must be proficient in English (Written/Verbal) with good typing skills. Open to working flexible shifting schedules.
- Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development Takes pride in delivering what is promised in line with the customer and service expectations. Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.
- Ability to work in a high-volume, fast paced environment is required. Proficiency with personal computers and basic software packages and specialised applications. Displays patience and empathy.
You'll achieve more at HSBC
hsbc.com/careers
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.
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