Commercial Cards Client Support Specialist

Join Global Service Center (GSC) HSBC as a Commercial Cards Client Support Specialist and make a real impression in your career.

As a single point of contact for Commercial Cards clients, you will own complex queries and issues end-to-end, focusing on First Contact Resolution, consistent client experience, and effective coordination with internal teams.

Key Responsibilities:

• End-to-end ownership of card issues: Take full ownership of Commercial Cards issues from initiation through to closure, and be the 'face' of HSBC/GPS for Commercial Cards matters.
• First Contact Resolution (FCR): Aim to resolve enquiries at the first point of contact, escalating and coordinating only when necessary.
• Stakeholder management and operational alignment: Build strong alignment across Card Operations, Card Service Managers, Client Account Managers, and the Contact Centre.
• Client and internal advisory support: Support GPS GB and CMB (CIB) clients as the primary contact for Commercial Cards queries/issues, and act as a Services champion for RMs and Sales Managers.
• Support for digital channels (e-Channels): Provide technical guidance to clients for navigating tools such as MiVision, Smart Data Gen, TSYS, Visa Interlink, etc.
• Client-facing connectivity: Engage with clients via video-enabled Zoom where possible to enhance the client experience.
• Quality, control, and compliance: Maintain a robust control environment, applying judgement to assess and mitigate financial, documentary, credit, regulatory, and compliance risks.

Performance Measures:

• Client satisfaction
• Resolution of client service issues
• High Net Promoter Score
• Process improvements suggested and implemented
• Meeting/exceeding global and local service standards
• Effective management and recording of client complaints

Role Requirements:

• Languages: Fluent English (written and spoken), French is an added advantage
• Experience: Minimum 2-3 years in front-line service, handling complex queries
• Knowledge: Good understanding of payments and commercial cards, strong knowledge of back-end operational processes
• Skills: Strong client-service mindset, ability to own issues end-to-end, high commitment to service excellence and relationship management, strong interpersonal, influencing, and communication skills