Analista Telefónico Personal Banking - Av. Reforma CDMX

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.