Customer Service Executive

-Job description

Some careers shine brighter than others.

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

**We are currently seeking an experienced professional to join our team in the role** **Customer Service Executive - General Processing GSC'S**:
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Our Wealth and Personal Banking (WPB) customers have many financial needs in their life. HSBC helps them to meet these needs and WPB Operations makes it all happen. We provide a customer-centric banking experience across our retail products with the aim to make every transaction as seamless and intuitive as possible.
areas of banking.

WPB Operations is the largest business service within Operations, employing more than 10,500 colleagues in 39 countries and territories. From cards and loan processing, account services and ATM operations to evaluating credit risks, deciding on mortgage approvals and delivering customer correspondence, the team provides a customer-centric experience across all areas of banking.

**Responsibilities**:
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- Meet targets on productivity and accuracy within stipulated time frame. Instructions/requests are correctly interpreted and fully undertaken. Ensure that work is completed in accordance with established procedure and standards
- Effectively and efficiently process to achieve business goals on productivity, accuracy, and improvements of process. Proactively identify issues, if any, and escalate.
- Demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation. Proactively seek out opportunities to provide internal and external customers with service excellence in the most effective and efficient manner. Get it right the first time.
- Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results. (Any Idea which helps in improving the way we work)
- Ensure that the customer issues / problems are effectively investigated and resolved. Listen, understand, and deliver excellent customer service. Ensure that fraud/errors/irregular transactions (if any) are identified and escalated. Share knowledge, best practice, and experience with colleagues in achievement of their goals & business objectives.
- Participate in team meeting / team activities and work towards sustaining team spirit. Demonstrate dependability and support the team in achieving its goals
- Actively support team and community activities and proactively promote HDPI family ethos and HSBC in the community. Support section level initiatives on improving delivery against service level agreement.
- Cross trained on all relevant processes as per business requirements.
- Maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
- Maintain equipment, systems, and general work environment in good condition, adhering to all appropriate procedures.
- Maintain control on operational losses, potential fraud through strong internal audit and feedback mechanisms
- Develop Solutions to problems and identify process and service improvements that enhance customer satisfaction and business results.
- Implement the Group compliance policy locally by containing compliance risk in liaison with the Global Compliance Officer or Local Compliance Officer ensuring adequate compliance resources and training, fostering a compliance culture, and optimizing relations with regulators.
- Implement the Group Compliance Policy as applicable to your role. The term "compliance" embraces all relevant laws, rules, and codes with which the business must comply
- Escalation of all disciplinary and grievance cases on time to the line manager
Requirements

**Qualifications**
- Ability to understand and interpret numeric data
- Possess good conversational and written skills in English
- Flexibility to work in shifts
- Ability to learn quickly and transfer knowledge appropriately.
- Attention to details
- Basic computer knowledge
- Committed, responsible and takes ownership in the role
- Ability to maintain focus while working with voluminous data
- Ability to multitask
- Committed to equal employment opportunities
- Ability to build rapport with and relate to a wide range of people

You’ll achieve more when you join HSBC.

**_Issued by HSBC Electronic Data Processing (India) Private LTD_