US Contact Center Premier Specialist

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

A US Contact Center Premier Specialist is trained to handle inbound calls from existing and new to bank clients, internal and external customers across multiple products, propositions and countries.

As our US Contact Center Premier Specialist, you will:

• Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible
• Deliver a high quality of work for our customers. Taking ownership to prevent avoidable errors and operational losses
• Maintain sufficient and effective processes and controls identifying and mitigating risks
• Escalate material issues and ensure timely resolution
• Act and resolve our clients concerns through proactive resolution of customer complaints building trusted relationships
• Listen to the customer and establishes needs to offer relevant products by way of needs-based selling approach for Domestic and International clientele on every interaction
• Maintain attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
• Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank
• Be a digital expert and help our clients navigate our multitude of digital platforms and tools

You’ll likely have the following qualifications to succeed in this role:

• Minimum of high school diploma or General Education Development Test
• Customer service and sales experience (Banking experience preferred not required)
• 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
• Proficiency with personal computers and basic software packages
• Ability to work in a high-volume, fast paced environment
• Excellent communication skills, as well as be a team player

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.