# Commercial Cards Client Support Specialist

**Company**: HSBC
**Location**: Azcapotzalco
**Experience**: mid
**Job type**: full-time
**Category**: Finance
**Industry**: Finance

**Apply**: https://portal.careers.hsbc.com/careers/job/563774612009819?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3c220a77-448

## Description

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

## Skills

### Required
- client-service mindset
- end-to-end issue ownership
- strong interpersonal skills
- influencing skills
- communication skills
- payments and commercial cards knowledge
- back-end operational processes knowledge

### Nice to have
- French language

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Source: [Apply at portal.careers.hsbc.com](https://portal.careers.hsbc.com/careers/job/563774612009819?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)