If you’re looking for a career where you can make a real impression, join the global service center (gsc) at hsbc and discover how valued you’ll be. Hsbc is one of the largest banking and financial services organizations in the world, operating in 64 countries and territories. Our goal is to be where growth is, enabling businesses to thrive, economies to prosper, and helping people fulfill their hopes and ambitions.
we are currently seeking an experienced professional to join our team as a bilingual contact center agent.
role purpose:
the team will handle inbound spanish-language telephone service and sales inquiries for jade & premier clients for the following hsbc bank usa, n.a. products/services:
* deposit
* credit card
* select credit
* atm / debit card
* online banking (including token queries)
* installment loan
* security services
the bilingual premier direct banking specialist is trained to handle inbound calls from internal and external customers across multiple products and propositions. They provide high-quality service to achieve maximum customer satisfaction by resolving queries on first contact and mentoring peers to do the same. They listen to customers, establish needs, and offer relevant products. They take ownership, conduct necessary research, follow up with customers, or direct them to the appropriate department for resolution. The role involves achieving individual targets and sales goals while maintaining quality and compliance.
main activities:
the service provider shall:
* answer inbound telephone inquiries from potential new customers and provide required information according to the guidelines set by the service recipient in relevant policies and procedures.
* respond to and resolve existing customer service and account queries, recording the query and outcome, including account updates, in the relevant system.
* recommend products and services to meet customer needs based on relevant policies and procedures.
* refer unresolved queries to the relevant department, either by transferring the call directly or using internal messaging systems to prompt a callback, following policies and procedures.
* document customer complaints in the relevant system and escalate complaints when necessary, following the local escalation procedures.
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