Job Description
Why join us?
To continuously provide high quality processing GPS CMO to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s). Other responsibilities dependent on process assigned to (e.g. project implementations, system maintenance, infrastructure development). Receives customer calls and Emails in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.
What you’ll do:
Impact on the Business/Function:
- Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients. Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
- Reviewing ongoing aged queries, ensuring items are actioned appropriate and providing feedback where necessary.
- By achieving a high net promoter score and positive commentary the in-country PCM teams, line managing and clients, investigating accurately and identifying and handling queries for client’s satisfaction.
- By keeping clients fully informed of progress throughout the life of a query, prioritizing work effectively in order of importance and urgency handling it in accordance with procedures.
- Demonstrate a sound knowledge of the payment industry and its associated processes and systems, Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank, Assistance in the retention the client and respond positively increasing the likelihood of new business from the client, Feedback from internal and external stakeholders.
- Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution), Manage the delivery and resolution of all customer complaints for all CMB customer segments in the Region.
- Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process, Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework.
- Ensure that all product related complaints are feedback to the product and IT teams, Ensure all customers are dealt with in accordance with compliance and regulatory requirements.
Quality/ Training:
- Staff is also responsible to provide high level support to the helpdesk to identify and resolve complex or critical issues to improve and enhance customer experience and comply with all audit and compliance requirements. Staff is responsible to assist with delivery of the call, email, live chat quality and coaching model, consistency checks, call benchmarking and/or coaching of team members as outlined in the call monitoring SOP.
Key accountabilities are:
- Conduct quality review of agent’s performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved.
- Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.
- Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process
- Analyze /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience
- Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.
Customers / Stakeholders:
- Calls/Emails from/to customers (internal/external).
- Act effectively on all customer feedback.
- Ensure that the customer issues / problems are effectively investigated and resolved.
- Provide HSBCnet training sessions via webex.
- Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
- Respond to mails/queries related to process timely with a cc to the Line Manager.
- Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made.
- Exceeds expectations of internal and external customers.
Leadership & Teamwork:
- Manages day to day process related activities for self.
- Work productively, professionally and demonstrate ways to improve customer service.
- Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas.
- Ensures swift and clear communication to the stakeholder.
- Fosters development of co-workers.
- Acquire and update knowledge on procedures related to relevant processes.
Operational Effectiveness & Control:
- Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
- Instructions/requests to be correctly interpreted understood and implemented.
- Ensure that the process related procedures are implemented as per the process manuals.
- Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
