Analista Telefónico Personal Banking Zapopan (Servicio Aclientes)

We are seeking a Telephone Analyst to provide efficient and high-quality telephone support to our customers, resolving their queries, requests, or problems related to our financial products and services in a professional and empathetic manner.

As a Telephone Analyst, you will be responsible for:

• Handling incoming calls from customers, ensuring timely follow-up and resolving requests and complaints related to our banking products and services, such as account statement breakdowns, clarification of unrecognised charges, and reporting and tracking of bank card deliveries.
• Promoting a positive experience in every interaction, fostering customer loyalty and retention by actively listening and demonstrating empathy to understand their needs and expectations.
• Adhering to security protocols and identity verification procedures established by the institution to protect customer information.
• Accurately recording information and actions taken regarding customer clarifications, claims, or sales in institutional systems.
• Meeting Key Performance Indicators (KPIs) related to Customer Experience, Quality, and Financial Solutions.
• Staying up-to-date on the features, benefits, and conditions of the institution's financial products and services.
• Complying with internal policies and banking regulations.
• Identifying cross-selling opportunities and offering financial products tailored to the customer's profile and needs, such as credit cards, loans, and insurance (desirable).

Requirements and competencies for the role include:

• Clear, assertive communication with ease of expression.
• Customer orientation and service vocation.
• Analytical and problem-solving skills, proposing suitable solutions.
• Active listening and empathy.
• Goal-oriented and results-driven.
• Commercial and persuasive skills (desirable).
• Knowledge of banking products and services.
• Basic Office software skills.
• Institutional system management.
• Cross-selling techniques and objection handling (desirable).

At HSBC, we value diversity, equality, and respect, promoting an inclusive culture that offers equal opportunities. We are committed to guaranteeing gender equality and constant training for our employees, as well as protecting their labour and social rights.