Senior Customer Service Representative
1 week ago
This role involves handling customer contacts in a contact centre environment, providing high-quality service to achieve maximum customer satisfaction by ensuring the completion of the VCIP journey at first contact, where possible.
You will take ownership and initiative to complete steps involved for resolution, responsible for achieving individual key performance indicators while maintaining quality and compliance.
- Enable customers to submit their KYC information through a video call from any place of their convenience, ensuring compliance, faster on-boarding, and minimizing time to revenue.
- Provide excellent customer service to customers by face-to-face interaction to expedite the KYC process.
- Act 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.
- Perform Customer Due Diligence as per the laid-down guidelines in SOP.
- 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.
- Maintain HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
- Fosters a compliance culture within the team, managing compliance risk, and ensuring that the necessary training is completed.
- Optimize relations with regulators.
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Customer Service Representative
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