Senior Associate

Job title: Senior Associate

The Business Client Services team provides Voice and Digital coverage (Mobile Messaging, Kinetic Messaging & Digital business banking) for UK Business Banking Clients. It serves as an extension/alternative location for the UK team with fungible working model across sites.

In this role, you will:

Principal Accountabilities and Responsibilities (e.g., for Business, Customers and Stakeholders; internal control environment, etc.)

• Working in a contact centre environment handling multiple customer queries from our customers typically on multiple products and or propositions.
• Providing quality customer service over the phone or digital channels to resolve customer enquiries at a high level of customer satisfaction.
• Capable of multitasking, handling multiple customers at the same time and ability to use multiple applications simultaneously.
• 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.
• Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.

To be successful you will:

Functional Knowledge

• Experience in building effective client relationships and stakeholder management.
• Attention to detail and ability to prioritize work.
• Ability to take full ownership in resolving client’s query/concerns.
• Strong attention to detail to ensure accuracy in documentation creation.
• Strong organizational skills to manage multiple tasks.
• Strong communication written, verbal and interpersonal skills.
• Willingness to learn and grow within the role.
• Should be willing to be multiskilled and move channels basis business requirement.
• Quickly adapt to a dynamic working environment and manage complex queries.
• Be open to feedback and changes.

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.”

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