Contact Center Representative - First Direct Conversational Banking

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 62 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 Contact Center Representative - First Direct Conversational Banking

In this role, you will:

• Interaction with multiple customers using Conversational Banking Channels such as Web Chat and Mobile App 
• Use knowledge of products, processes and procedures to address customer needs.
• Provide high quality customer contact by identifying additional needs for both existing and new customers, ensuring first direct brand values are upheld
• Take ownership and initiative to complete necessary research to resolve the contact appropriately, with all efforts being made to support the customer in channel.
• Responsible for achieving individual key performance indicators
• Ensure all activities, transactions and sales adhere to prevailing first direct and regulatory standards
• Provide ongoing feedback to the Conversational development teams to improve customer experience.
• Acts as a role model for our Group Values and Behaviours (We Succeed Together, We Value Difference, We Take Responsibility, We Get It Done), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

To be successful in this role, you should meet the following requirements:

• Must have education standard to at least high school diploma and be of a legal working age
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent communication skills and is polite and friendly at all times
• Must be proficient language(s) required by the process

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is 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. 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 HDPP