Assistant Manager VCIP Support

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Role Purpose

Handles general customer contacts in a contact centre environment typically on Multiple products and or proposition. Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of Video Customer Identification Process journey at first contact,

where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

Principal Accountabilities

• Enable customers to submit their KYC information through a video call from any place of their convenience ensuring compliance, faster on-boarding and minimize time to revenue.
• Provide excellent customer service to customers by face to face interaction to expedite the KYC process.
• Act as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Perform Customer Due Diligence as per the laid down guidelines in SOP. 
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.
• Maintain HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed.
• Optimize relations with regulators.