Collections Financial Advisor (Voice)- GSC

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

Some careers have more impact than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

Role Title: Collections Financial Advisor (Voice)

Location (Country / City): Egypt / Cairo

Recruiter Name: Dina Salah

Why join us?

Collections are responsible for delivering a professional service that assists customers in financial difficulty to get back on their feet. They are responsible of minimising any losses to the bank by collecting overdue debts, as well as protect both customers’ and the bank’s interests at all times.

Main duties pivot around understanding customer circumstances and their affordability position, and exploring options within remit to help them regain financial stability.

If you are a natural people person who is great at talking, enjoys helping and can empathise with customers who may be experiencing financial difficulties, then joining us may be the perfect fit for you.

The Opportunity:

To provide exceptional customer service to customers at the first point of contact involving meeting their needs in one call while seeking opportunities to extend and develop the relationship.

• Undertake meaningful unscripted conversations with customers to facilitate positive customer outcomes.
• Deal with customer data ethically and in accordance with the regulatory requirements.
• Contribute to the continuous improvement of HSBC by identifying and taking ownership of opportunities for improvement to the processes you use, the services you will provide and the values you can add.
• Take ownership of personal development and training, through regular review of performance against business objectives, and take responsibility for self-development.
• Personally contribute to an environment where colleagues want to work and where customers feel valued.
• Carry out a range of processing tasks and handling of customer calls ensuring relevant productivity and quality measures are achieved for customers in line with HSBC specified process and procedures.

What you’ll do:

• Manage a portfolio of live, current and overdue debit balance customer accounts through inbound/outbound calls and other communication channels.
• Contacting customers to inform on delinquency, encourage on-time payments and set up payment plans that can facilitate good credit.
• Processing customer payments, account adjustments and customer refunds where appropriate.
• Resolve queries in a timely and satisfactory manner.
• Through day-to-day activity, consider updates to departmental processes to ensure that customers are processed through the collections process as smoothly as possible.
• Facilitate and record escalations to the Collections Manager.
• Perform against targets individually whilst contributing to the overall productivity of the team.

What you will need to succeed in the role:

• Should have a bachelor’s degree.
• Work experience not essential.
• Ability to speak, understand and communicate in English fluently.
• Ability to write business letters and reports.
• Excellent email conversational / telephone skills.
• Ability to learn quickly, retain and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Flexibility to work in shifts.
• Ability to build rapport with and relate to a wider range of people.
• Good MS Office Skills (Excel, PowerPoint, Word)

What additional skills will be good to have?

• Ensure quality and productivity standards are maintained.
• Ability to learn and implement the process updates or changes quickly and accurately.
• Ability to understand and interpret numeric data.
• Ability to multi task.
• All applicants must have a minimum performance rating of good.
• Strong communication & time management skills are required.
• Ability to communicate through emails.

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, colour, 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: Digital Business Services | HSBC Electronic Data Service Delivery (HEDS)***

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 (Egypt) Private LTD***