GPS Card Service Specialist

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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 Client Service Specialist.

Client experience is a significant differentiator within the transaction banking space. Across the different markets Commercial Cards are a key driver of fee income and our proposition provides a differentiator to open client discussions. There is an opportunity to build on this strength through a team of dedicated commercial cards team to support complex queries. 

With card solutions becoming more complex, clients are seeking a service specialist who are able to own the problem from start to finish, and this is being viewed as an important component of the larger card solution itself. Whilst there are generic service managers, the objective of the commercial card service specialists is to act as a go in between, as well a dual owner, that is service ownership and issue ownership – them being the singe one point of contact for all things cards at a program admin, treasurer level.

The card service specialists aligning with Group strategy, creating synergy with other country teams, and closely interacting with various internal (GB & CMB RMs, Card Operations, Service Managers, FCC, RC, Legal & Tax, etc.) and external (GB & CMB customers), global, regional and local stakeholders are important activities to be successful in the role.

Role Context

The commercial card service specialist team is a ring-fenced team aimed at replicating the client experience provided by card service managers. Whilst these service managers will not be geographically located in the same country as the client, they will provide the client expected service by leveraging technology. These will be service oriented individuals with the right amount of card knowledge to be able to address the different complex cards queries from clients. They will not have a client portfolio, however, will own the query that they pick up from the generic pooled mailbox.

Principal responsibilities:

• Ownership of card issues – Completely own card related issues. The service specialists will be the face of HSBC/GPS for card issues and liaise with the different departments where required. Card specialists will ensure constant updates and holding responses as appropriate.
• First Contact Resolution – Whilst there will be instances where card service specialists will have to coordinate with different teams, the endeavour will always be to drive first contact resolution, either through email and or where required via call/zoom.
• Creation of synergies between card operations, card service managers, client account manager, and contact centre.
• Compliment / support card service manager and client account manager – The card service specialist will be complimenting the CSS and CAMs for card related issues as appropriate.
• Connectivity – The jobholder will where possible engage the client through zoom video calls and not just through audio / emails.

Requirements:

Knowledge

• Bachelor’s degree in business, related field or equivalent work experience will be an advantage.
• Good level of business acumen and commercial awareness. 
• Strong interpersonal skills and ability to interact and build relationships with internal and external stakeholders.
• Comfortable working in a fast-paced work environment; continually changing lines of communication, technological advances etc.
• Time management and organization skills with ability to manage multiple time sensitive tasks.
• Analytical mindset.
• Fairly good understanding of payments, and commercial cards
• A passion for serving clients and managing clients, front line client engagement experience
• Ability to own issues, to be able to be in front of a client (via Video) and take ownership
• High commitment to service excellence and client relationship management
• Strong knowledge of back end operational process
• Good English language command – speaking and writing
• Strong interpersonal, influencing and communication skills
• Minimum 2 – 3 years in front line service, complex query handling

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.

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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