Job Description
We are currently seeking fresh Graduates to join the Contact Centre team in Wealth & Personal Banking as Apprentice for duration of 12 months.
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 (VCIP) 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 Standard Operating Procedure.
- 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 Functional Instruction Manual.
- 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.
