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Collections Executive

4 months ago

Hyderabad, Telangana, India HSBC Full time

  • Job description

Why join us?

Role Purpose
To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA's). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner.

Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.


What you'll do:

Principal Accountabilities -
Weighting %

Impact on the Business

Weighting
25%

  • Acquire and update knowledge on procedures on products.
  • Receive or make calls from or to customers (internal & external).
  • Provide information to customers based on requests made.
  • Use CEM effectively and work within Collections coaching Framework
  • Exhibit ownership of the business.

Customers / Stakeholders
**Weighting
25%

  • Build rapport with customers.
  • Ensure that the productivity and quality levels are achieved as per the standards set for the process.
  • Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to
  • Satisfy the customer.
  • Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
  • Delight internal and external customers

Leadership & Teamwork
**Weighting
25%

  • Support achievement of team objectives.
  • Participate in development of cohesive teams.
  • Foster development of coworkers.
  • Contribute to the creation of a supportive work environment driven by people centric values.
  • Build professional relationships with colleagues in other areas.

Operational Effectiveness & Control
**Weighting
25%

  • Ensure that each call / work is completed in accordance with established procedures and standards.
  • Identify and escalate potential issues / showstoppers
  • To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term 'compliance' embraces all relevant laws, rules and codes.

Major Challenges

  • Ensure quality and productivity standards are maintained
  • Ability to learn and implement the process updates or changes quickly and accurately
  • Ability to understand and interpret numeric data
  • Ability to work under dynamic ever changing environment
  • Ability to multi task

Role Context_ _

  • Responsible for one's own performance. Required to ensure that the service levels are maintained at its optimum level
  • Relationship building would be the focus of the role with an approach to improve on existing services provide
  • Additional privileges and authority would be provided for the specified role. However, the job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Assistant Manager Operations (Line manager) would be overseeing the daytoday operational aspects and would also be seen as the mentor for personal development.
  • Role requires high analytical and attention to detail to ensure no customer impact, business, or Ops loss as they manage high profile customers
  • Expected to interact with Branch Managers, Relationship managers RCMs across PAN India through tactical approach by other means of communication to ensure customer query is resolved within stipulated timelines
  • Requires specialized skill set considering the complexity of the portfolio

Management of Risk
To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.


To continually re-assess 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.


Observation of Internal Controls
To maintain 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 on Sarbanes-Oxley and Internal controls)
Requirements

What you will need to succeed in the role:

Education / Relevant Experience / Other Qualifications

  • Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position
  • Work experience not essential.
  • Ability to speak and understand English fluently
  • Ability to write business lette