CCSS Representative Inbound

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.

International Wealth and Premier Banking (IWPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people.

Areas and Accountabilities

• Handles contacts with HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer's issues at first contact where possible.
• Delivers what is promised in line with customer expectations.
• Offers value-added products and services based on customer needs analysis and ensures customer understanding of those products.

Customers / Stakeholders

• Provides excellent customer service to basic customer contacts by keeping up to date on training and internal communications.
• Generates customer loyalty through strong knowledge of key products and services.
• Owns and resolves issues and understands how and when to escalate.

Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
• Values diversity amongst team.

Operational Effectiveness & Control

• Knowledge of Group compliance, Operational Risk and SOX (Sarbanes-Oxley Requirements) for WPB Centres.
• Maintains HSBC internal control standards.
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for Contact Centres.

Qualifications, Knowledge & Experience

• Must have education standard to at least High school diploma and be of a legal working age.
• Must be proficient language(s) required by the process.
• Open to working flexible shifting schedules.
• Must be flexible, customer-centric and have the ability to thrive in a team environment seeking feedback and open to development.
• Takes pride in delivering what is promised in line with the customer and service expectations.
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.
• Ability to work in a high-volume, fast-paced environment is required.
• Proficiency with personal computers and basic software packages and specialised applications.
• Excellent communication skills and is polite and friendly at all times.
• Displays patience and empathy.