Job Description

Job description

Business: CONTACT CENTRE :SERVICE & SALES

Open positions: 1

Role Title: CONTACT CENTRE SERVICE & SALES ASSOCIATE

Global Career Band: 8

Location (Country / City): Bangalore

Recruiter Name: Divya Sruthi

Why Join Us:

Some careers grow faster than others

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further

The Opportunity:

Role Purpose (overall high level summary of the role)

Receives general inbound customer calls in a contact center environment typically on a single product and or proposition. 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 targets and /or sales goals whilst maintaining quality and compliance.

Our Business

Our Contact Centre Business plays a central role in maintaining our reputation as a leader in banking. The division serves as a vital channel in ensuring successful business development while addressing customers' different financial needs and delivering quality banking service to our millions of customers through both inbound and outbound calling activities. The value of our Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas

Why Contact Center

• Brand - HSBC features as one of the top 25 Banks globally based on Balance Sheet information as of May 2018
• Large Organization - With more than 2,00,000 employees globally, Contact Centers have 795 colleagues working

together catering to the needs of customers across UK, US and Canada

• Stability and Growth - The youngest member in the Contact Center family is 1 month old while the eldest member in

the family is more than 15 years. 2017 has seen a total of 11 promotions across levels within the process

• Career Opportunities - From Subject Matter Experts/Mentors, PDP Team Managers, PDP Department Managers, PDP Quality Analyst, PDP Engagement and Culture, PDP Coaching Coordinators, the process has a plethora of opportunities to help individuals realize their goals and ambitions

What we will offer you

• A competitive base salary and discretionary bonus scheme
• Various HSBC leave policies that allow you to rest, recuperate and balance personal and family commitments
• Market-leading training and development program leading to excellent Career Progression opportunities
• Preferential staff banking offers for all Permanent and Contract Employees
• Attractive benefit package such as medical insurance, housing loan and share options
• 5-day working shift pattern - 8 hour shift with an hour break time
• Transportation allowance as per shift eligibility
• An onsite Cafeteria catering to multiple cuisines, confectionery store, fruit juice counter
• Opportunity to get involved in social and sports activities
• Rewards and Recognition for your success and contribution to the team
• Great team environment

In this role you will be:

• Working in a contact center environment handling multiple customer queries from our Customers typically on multiple products and or propositions
• Providing quality customer service over the phone to resolve customer enquiries at a high level of customer satisfaction
• Ability to interpret and handle complex customer enquiries to establish their needs and offer relevant products, services and solutions
• Taking 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 and development whilst maintaining appropriate operational risk control and compliance in all activities
• Advising, communicating, empathizing, resolving conflict and responding sensitively to clients
• Responsible for ensuring resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction
• Recognize and adjust support approach to accommodate all levels of customer's experience
• Communicate positively with team members, customers, and other partners

What you'll do:

Principal Accountabilities: Key activities and decision making areas Typical Targets and Measures

Impact on the Business

• Answer calls from 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
• Individual service, quality and sales targets through proactively introducing customers to new and value adding products and services that meets their needs
• Targets on efficiency, quality and effectiveness
• Adherence to documented policies an procedures

Customers / Stakeholders

• Provides excellent customer service to basic inbound customer calls by keeping up to date on training and internal communications
• Generating customer loyalty through strong knowledge of key products and services
• Owns and resolves issues and understands how and when to escalate
• Quality monitoring scores
• Direct customer feedback via complaints, compliments and customer satisfaction surveys
• Completion of required training and accreditations
• Number of calls that lead to offering value added products and services through conversations with customers, incorporating needs analysis, building rapport, and overcoming objections

Leadership & Teamwork

• Acts as a role morel for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team
• Contribution to team events and team meetings, and suggestions put forward for improvements or efficiency gains
• Completion of other team related duties as appropriate
• Displays patience and empathy

Operational Effectiveness & Control

• Knowledge of and implementation of the Group compliance policy, Operational Risk and SOX (Sarbanes- Oxley Requirements) for RBWM Centres
• Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external 'regulators'
• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
• Completion of technical training that enhances system knowledge and proficiency
• Regular attendance at learning sessions and team meetings
• Adherence to clear desk and other internal policies
• Timely completion of mandatory compliance, risk and regulatory learning modules

Major Challenges (The challenges inherent in the role that require a continual test of the role holder's abilities)

• Changing performance parameters (e.g. Scorecard changes)
• Understanding updates on procedural changes and compliance
• Achieving customer excellence in every contact

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.

Management of Risk (Operational Risk / FIM requirements)

Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Observation of Internal Controls (Compliance Policy / FIM requirements)

Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators (see HR FIM section 3.7 and GCL 050044 on Sarbanes Oxley and Internal Controls. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.

To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

Role Dimensions (e.g. balance sheet size, lending/expenditure limits, size/volume of transactions, budget. in USD'000)

• The role is not authorized for any approvals outside of system allotted entitlements

Requirements

What you will need to succeed in the role:

We are currently looking for dedicated professionals to join our Customer Service teams. Banking and Contact Centre experience are not essential. What we're really interested in is a genuine passion for going above-and-beyond for our customers on calls & everything else we can teach you

• Must have education standard to at least high school diploma and be of a legal working age
• Must be proficient in English (Written/Spoken) with good typing skills
• 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 verbal and written communication skills and is polite and friendly at all times
• Displays patience and empathy

Link to Candidate User Guide:

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Go to the below link and type "IND GSC : IJP Applicant User Guide" in search bar.

You'll achieve more at HSBC

HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role."

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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