# Analista Telefónico Personal Banking - Av. Reforma CDMX

**Company**: Intl Wealth & Premier Banking
**Location**: Cuauhtemoc, Distrito Federal
**Category**: Finance
**Industry**: Finance

**Apply**: https://portal.careers.hsbc.com/careers/job/563774612523986?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_762c5f9a-74b

## Description

We are seeking a Telephone Analyst to join our Personal Banking team in Mexico. As a key member of our call centre team, you will provide efficient and high-quality telephone support to our customers, resolving their queries, requests, and issues related to our financial products and services in a professional and empathetic manner.

You will be responsible for:

- Handling incoming customer calls, ensuring timely follow-up and resolution of customer requests and complaints related to our banking products and services.

- 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 verification procedures established by the institution to protect customer information.

- Accurately recording information and actions taken regarding customer clarifications, claims, or sales in our 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 our financial products and services.

- Complying with internal policies and banking regulations.

- Identifying cross-selling opportunities and offering suitable financial products to customers, such as credit cards, loans, and insurance.

To be successful in this role, you will need:

- Clear, assertive communication skills with ease of expression.

- Customer orientation and service vocation.

- Analytical and problem-solving skills, proposing suitable solutions.

- Active listening and empathy.

- Results-oriented and goal-focused.

- Commercial and persuasion skills (desirable).

Technical skills required:

- 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 inclusion, and strive to create a culture that promotes opportunity and respect for all employees.

## Skills

### Required
- Communication skills
- Customer service
- Analytical skills
- Problem-solving
- Time management

### Nice to have
- Commercial skills
- Persuasion
- Cross-selling techniques
- Objection handling

---

Source: [Apply at portal.careers.hsbc.com](https://portal.careers.hsbc.com/careers/job/563774612523986?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)