Senior 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/an Senior Contact Centre Service & Sales Representative include the following:

Handling customer contacts in a high volume contact centre environment typically on multiple products and or propositions. Provides high quality service answering customer queries via Personal Internet Banking “PIB” secure message and the hsbc.ca public website 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 by way of referral to the appropriate channel (Branch or Contact Centre Sales Team) as required. . 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.

Principle Accountabilities:
· Provides excellent customer service to complex customer requests received via PIB secure message or the Public Website by keeping up to date on training and internal communications
· Certified to handle multiple propositions (i.e. Advance, Premier) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards)
· Generates customer loyalty through strong knowledge of key products and services
· Owns and resolves issues at first point of contact and understands how and when to escalate
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
· 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
· Promote an environment that supports diversity and reflects the HSBC brand.
· Knowledge of Group compliance, Operational Risk and SOX (Sarbanes- Oxley Requirements) for Retail Banking and Wealth Management (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
· Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
· Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:
·  Secondary School graduation
·  Minimum of Two years experience
·  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 (both verbal and written as majority of customer responses will be via written message). and is polite and friendly at all times
·  Displays patience and empathy
·  A knowledge expert who has the ablity to teach/mentor others
HSBC Proud

In 2017, HSBC Bank Canada was named one of the Best 50 Corporate Citizens by Corporate Knights magazine, in addition to The World's Best Bank by Euromoney Magazine in its annual Awards for Excellence.

Join HSBC, and benefit from the following:
·  Career Development: Within your 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 and impact: Build global relationships and be a part of international initiatives
·  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.