CCSS Representative II - CMB-Commercial Banking Services - HSBC Operations, Services and Technology - TKH

Job description

Some Careers grow faster than others.

If you're looking for further opportunities to develop your career, take the next step in fulfilling your potential right here at HSBC.


HSBC Operations, Services and Technology


HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.


Global Service Delivery


Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose


Handles medium complexity customer contacts in a contact centre environment typically on multiple products and or propositions and has the required certifications to handle customers (i.e. Advance, PIB). Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

Impact on the Business
· Handles contacts with our 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 medium complexity customer contacts by keeping up to date on training and internal communications
· Certified to handle multiple propositions (i.e Advance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards)
· Generating 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 behaviours (Open, Connected, Dependable) supporting colleagues and customers to deliver superior customer service through these values
· Values diversity amongst team
· Acts a as mentor to assist new joiners as required

Operational Effectiveness & Control
· Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
· Maintains HSBC internal control standards
· Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres

Desired profile

Qualifications :

• Must have education standard to at least high school diploma and be of a legal working age

• Must be proficient in 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

You'll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***