Contact Centre Service & Sales Representative

Job description

Global Vision. Local Focus.

Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match. Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures. You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network. HSBC has the institutional strength, capacity and commitment to support our Canadian client's requirements here and around the world. Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Retail Banking & Wealth Management
Retail Banking and Wealth Management serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

A day in the life of a Contact Centre Sales & Service Representative include the following:
Addressing inbound customer inquiries in a contact centre environment regarding multiple products, while providing high quality service to achieve maximum customer satisfaction at first contact where possible. This includes active listening to customers to address their needs and offering relevant products, or direction to appropriate department for resolution.

The role interacts with HSBC local and international customers, dealing with different processes where
applicable, and different customer attitudes and requests on a daily basis.

Principle Accountabilities:
· Responsible for ensuring a high level of quality related to all aspects of customer interaction and processing activities, meeting both quantitative and qualitative measurement standards.
· Delivers what is promised in line with customer expectations.
· Offers value added products and services based on customer needs analysis and ensuring customer understanding of those products.
· Handles multiple customer propositions or products (i.e. Loans, Mortgage, Core Banking, Cards)
· Meets and/or exceeds customer expectations by offering efficient and professional service, keeping up to date on training and internal communications, and having a knowledge of key products and services.
· Owns and resolves issues and understands how and when to escalate.
· Deliver fair outcomes for customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
· Maintains HSBC internal control standards.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  Secondary school diploma a minimum requirement.
·  Must have 1-2 years' experience in a customer-centric environment.
·  Must be fluent in both English and French.
·  Open to working flexible hours in a 24/7 environment.
·  Experience selling and meeting set sales / performance targets considered an asset.
·  Must be flexible, customer focused and have the ability to thrive in a team environment while seeking feedback and being open to development.
·  Takes pride in delivering what is promised in line with customer and service expectations.
·  Ability to work in a high-volume, fast paced environment is required
·  Proficiency with personal computers and basic software packages and specialised applications.
·  Possesses excellent communication skills, is polite and friendly at all times and displays patience and empathy.
·  Strives to be a knowledge expert, with the ability to teach/mentor others.
·  Proactively supports colleagues within the Contact Centre and the branch network, as well as provide basic operational support to the business as required.
·  Excellent analytical and critical thinking ability.
HSBC Proud

In 2017, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine for the seventh consecutive year.

Here are some of the reasons why:
·  Career Development: Within current role, as well as Canadian and international opportunities
·  Company Reputation: Offering prestige, strength, and longevity
·  Business Growth: Underpinned by our drive, and the highest banking standards
·  International Connectivity: Opportunities build global relationships and professional networks
·  A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
·  Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
Learn more about HSBC

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country. We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management. HSBC Group - one of the world's largest banking and financial services with assets of US $2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.