Customer Service Executive

Customer Service Executive

Why join us?

Process involves with opening of Bank, Advance and Student accounts for the customers which goes through a series of steps, such as creating a Work in progress, completing the ROS to satisfy the CDD referrals as well as completing the other referrals in accordance with the procedures. High risk/ PEP/SCC customers are not to be onboarded unless approved by the EDD (Enhanced Due Diligence) team. Process also deals with opening of both joint and sole accounts (Bank and advance) for the customer and student account conversions. Lite automation tool is active for most of the queues and the staffs will have to run the tools on daily basis, while also escalating the major errors in tools to the line manager.

The Opportunity

As a Customer Service executive (CSE) you are required to liaise with other HSBC Global Service Centers (GSC), Business Partners (BP) and customers of HSBC. All such interactions are restricted to business reasons. A professional attitude and demeanor are expected at each and every interaction. GSC Colombo forms an integral part of the Global Resourcing business and as the front line the CSE reflects the face of the organization. 

What you’ll do:

Impact on the Business/Function

• Ensuring compliance with HSBC Group company policies and procedures, including regulatory requirements.
• Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
• Maintain core standards of behavior at all times.
• Follow the CSE charter at all times.

Customers / Stakeholders

• To ensure that Instructions / requests are correctly interpreted and fully undertaken.
• To ensure that common fraud / errors / irregular customer requests are identified and escalated in accordance with procedures in a timely manner.
• Required to ensure that issues / problems are effectively investigated and resolved or are appropriately referred with recommendations. 
• If required escalated to the line manager immediately

Teamwork

• To contribute effectively towards the team performance and manage for value at all times.
• To participate in company events, CSR activities and competitions.
• To attend workshops and development programs as instructed by the line manager

Overall Operational Effectiveness & Control 

• To meet WR, PA, OOE and quality targets as per the PLA.
• By ensuring that the applications are processed/completed in accordance with procedures.
• By ensuring that all data required (e.g. walk-away codes, leave requests, absence requests, timesheets, leave requests, absence requests and ad hoc process information) are completed and updated in a timely manner.
• The CSE would be required to maintain and improve on the Rate per Hour (RPH) as agreed by the business for the relevant process.
• The level of quality required to be maintained is also agreed for each process and all CSE’s are required to constantly maintain the required level with an aim to have ‘zero’ losses.

What you will need to succeed in the role: (Minimum Qualification and Skills Required)

• Good communication and interpersonal skills.
• Ability to adapt to change, learn quickly and transfer knowledge appropriately.
• Excellent planning & organizing skills.
• Ability to build rapport with, and relate to a wide range of people, self-driven, Customer focused and Process oriented.
• Good interpersonal skills
• Attention to detail.
• Perseverance and ability to work under pressure.
• PC skills
• Address any areas of concern in conjunction with line management and/or the appropriate department.

What additional skills will be good to have? (List out good to have skills and certifications)

• Drive Customer Centric Quality initiatives.
• Effectively mitigate identified Operational Risks.
• Comply with Group’s Statutory Audit standards.
• Flexibility working hours to accommodate process requirements (E)
• Willing to cross train on multiple roles within the process to maximize the capacity. (E)
• Working Responsibly