Customer Service Executive

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.

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

Our Global Service Centers are an integral part of Global Operations. Employees based here manage day-to-day customer transactions and processes for the global businesses.

• Utility ensures delivery of sophisticated Liquidity products primarily to GBM and top-end CMB clients in 50+ countries.
• Services offered include Reference Data Setup, Customer Setup, Country Deployment,
• User Acceptance Testing, Functional Regression, Production Verification Testing
• Enquiry Resolution, Interest rework solution, Incident and MI Support.
• Products serviced include: Global Liquidity Engine, Cross Border Cash Concentration,
• Managed Rates, Liquidity Investment Solutions, Negative Credit Interest, Legacy
• Pooling & Cash Concentration

Role Context

• Operates in a high-volume, time-sensitive production environment with direct impact on customer outcomes and regulatory/operational risk exposure.
• Works under established policies, procedures, and control frameworks, with autonomy to manage day-to-day incidents and deliverables, and a clear obligation to escalate material risks, breaches, or unresolved issues through defined governance channels.

Principal responsibilities:

• Undertake all complex processing within the section.
• Ensure accuracy by correctly interpreting and acting on the Instructions.
• An acceptable/agreed volume of work is handled contributing to the achievement of the section’s performance targets.
• Responsible to ensure that tasks are prioritized, processed and completed in accordance with procedures.
• Common errors/irregular transactions are identified and appropriate action is taken in accordance with procedures.
• 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, providing assistance on referred/technical.
• Lead by example through service excellence and driving Quality initiatives for improved Customer Service
• Identify and escalate potential showstoppers and provide solutions.
• Create a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.
• Demonstrate HSBC values.
• Implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.
• To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
• Effectively mitigate identified Operational Risks.
• Comply with Group’s statutory audit standards.

Requirements:

Knowledge

• Understanding of Liquidity Products.
• Experience in payments and investigations.
• Strong working knowledge on MS Office especially MS Excel, PowerPoint, and Visio.

Skills and Abilities

• Good communication skills – Written & Verbal
• Attention to detail ·
• Strong focus towards high levels of Quality and Customer Service
• Ability to multi-task, depending on the criticality of the tasks.
• Self- motivated and should be able to work under minimal supervision.
• Good team player
• Flexibility to work in different shifts including weekends.
• Strong Relationship building skills.
• Quick Learner

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

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.” 

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