HSBCnet UK Helpdesk Customer Executive Specialist

Why join us

To continuously provide high quality processing GPS to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s).  Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

The Opportunity:

What you’ll do:

• Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
• Provide excellent client management support, improve client engagement and resolve the majority of client enquiries at the first point of contact.
• Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.
• Assistance in the retention of the client and respond positively increasing the likelihood of new business from the client.
• Ensure that all product related complaints are feedback to the product and IT teams and all customers are dealt with in accordance with compliance and regulatory requirements.
• Receive/make calls/Emails from/to customers (internal/ external) 
• Exceeds expectations of internal and external customers
• Meet targets on productivity and accuracy as per the targets and metrics defined for the process.

What you will need to succeed in the role

• Fluent in English.
• Exceptional Client focus and orientation
• Interpersonal, verbal and written communication skills.  
• Ability to communicate efficiently with local and global teams
• Excellent organizational and time management skills 
• Ability to multi-task, depending on the criticality of the tasks.  
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn.

What additional skills will be good to have?

• Experience and proficiency with web-based technologies. 
• Position requires technical knowledge where GPS experience is asset.
• MS office.
• MI and Reporting/ Real time management.

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 work 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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