Customer Service Executive - Cheques

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

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.

We are currently seeking an experienced professional to join our team in the role of Customer Service Executive - Cheques

Purpose of the role  

Cheque Operations supports processing and other cheque related activities for multiple business entities across the group. Cheque Operations serves multiple distinct Business Regions of HSBC Bank. A few differing platforms are used for different business regions. The fact that the Cheque transactions expose substantial financial/reputational risks to the Bank. The employees are required to ensure accuracy by correctly interpreting and acting on the cheque Instructions and ensure that tasks are prioritized, processed, and completed in accordance with procedures. The staff needs to ensure all end of day checks are duly completed and assist the team leads to achieve SLA targets. The purpose of this role is to ensure that all cheques transactions are processed accurately without defects. The job holder will be responsible for processing back-end Cheques Clearing for various regions and should have good Cheques knowledge.

In this role, you will:

• Accountable to correctly interpreting and acting on the Cheque instructions and ensuring accuracy. An acceptable/agreed volume of work is handled contributing to the achievement of the section’s performance targets.
• Responsible to prioritize process and complete tasks in accordance with procedures. Customer calls if any, are handled as per the company standards and focus must be on the customer’s experience with the product and the bank.
• Ensure that a high level of awareness about Compliance, Money Laundering and other legal and regulatory requirements are always maintained.
• Knowledge and experience are shared with colleagues, aiding on referred/technical issues. Completion of all tasks assigned by the line manager which includes picking up calls in queue, clearing the mailbox, ensuring processing of all the requests within the Cut offs.
• Accountable to ensure all investigation work is completed within SLA to avoid financial and reputation risk and must engage in cross skilling. Provide a high-quality service, in line with procedures and quality guidelines and display great problem-solving skills.
• Independently reconcile the internal suspense accounts daily to maintain NIL differences. Provide training to the new members and monitoring their performance at learning time to make sure they have fully understood the process and complete the queues as per SLA’s.
• Have/acquire good understanding of the processes. Responsible to handle escalations from the business and resolve queries effectively (including customer queries / issues). Provide additional support to the team members and line managers –Admin/Access, etc. related.Innovate and provide ideas for process improvement.
• Leadership and Teamwork -  Provide efficient resolution to customers while on call and clarity of thought. Ensure error free and quality processing. Liaise with peers and colleagues for timely resolution.

To be successful you will:

• Should be flexible to work in shifts, on weekends and holidays (E) MS Office, Keyboard shortcuts Knowledge on cheques Processing is an added advantage (E).
• Ability to communicate and negotiate with colleagues across all levels globally – from processing staff to senior management. Excellent inter-personal skills.
• Analytical skills – to be able to document process flows, analyse and identify areas for improvement. Numerical ability – to interpret large volumes of Data and MI and use the data to make required decisions and recommendations.
• Ability to co-ordinate with multiple stakeholders, and get necessary decisions taken within desired timelines. Thorough and methodical in approach.
• Ability to meet tight deadlines. Quick to embrace and adopt change, in a dynamically challenging environment. Self-driven with a ‘Can Do’ approach
• Others All applicants must have successfully completed their probation period. Employees must meet performance and behavioural standards as defined in the policy.

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.”

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 (India) Private LTD***