Customer Services 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 organizations in the world, with operations in 62 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 realize their ambitions.

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

Impact on the Business

• Acquire and update knowledge on procedures and products · Ensure that each call / work is completed in accordance with established procedures and standards. · Produce MI as required · Identify and escalate potential complaints · Support achievement of team objectives · Exhibit ownership of the business
• Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked · Receive/make calls from/to customers (internal/ external) ·  Act effectively on all customer feedback · 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 · Delight internal and external customers
• Process customer set up, host set up, Enquiries in a timely manner to achieve agreed productivity targets on all the regions worked. (as revised time to time) · Proactively contribute towards the completion of the maintenance and enquiries within the agreed timescales · Proactively provide training on GLE application and its products to external vendors and internal customers which is due to be carried diligently · "Adhere to all the audit requirements including but not limited to: Declaration of Secrecy/Data Protection Act/Health Safety and Security/Clear Desk Policy/ Other Process specific Audit requirements/ Compliance issues/requirements and Undertake process specific checks, where ever applicable · Adhere to Business area prescribed Online Modular Training & GR prescribed Modular Training · To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies
• Participate in development of cohesive teams · Foster development of co-workers · Contribute to the creation of a supportive work environment driven by people centric values · Build professional relationships with colleagues in other areas
• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department.  The term compliance embraces all relevant laws, rules and codes with which the business has to apply. 
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators 
• Role Context (The environment and operating conditions of the role including the extent of guidance and authority)
• Responsible for reviewing and updating procedure documents annually or as and when required.