Contact Center Specialist

Job Title: Contact Center Specialist (SMEs)

Purpose of the role  

The High Value Agent is customer/client facing role based in a contact centre environment, tasked to grown business by deepening our banking relationship through managing insurance portfolio of customers/clients. This category takes ownership of multiple stages of the transaction/lifecycle.

In this role, you will:

• Building relationships with customer groups, acting as a primary contact for customer groups – build relationship with customer.
• Keep yourself upto date with the key changes to the procedures and processe's across the markets serviced.Provide accurate, valid and complete information based on procedures, guidelines and policies
• Handle complaint and escalation from hotline agents, provide appropriate solutions and alternatives within reasonable time frame. Thoroughly study product / plan policy terms and the related policy related materials ie FAQ, member booklet etc.
• Report problems, potential crisis and complaints to manager for service improvement.
• Assist team manager to deliver and execute the action items to improve the team
• Delivering the proposition, by providing a consistently excellent customer/client experience and encouraging customer/client to use digital channels where appropriate – Encourage customer to use digital channels
• Equipping rich knowledge of various products/segments to ensure end to end serive thus providing FCR on calls.
• Follow up with customer quries with different units of the bank and provide statisfactory resolution.
• Emapthize with customers on calls to enhance customer expereince thus improving NPS scores.
• Display CARE principles while servicing customers at contact center.
• Working in a load balancing model across teams and channels (Inbound ,outbound emails & Chat) to help business run in a efficient and flexible way – Enhance production and efficiency. Felixible to work across various queeus sercied at Contact center
• Obtaining good English skill to maintain consistent service to the customer with different language preference – Support customer in different languages background
• Felixible to work across various shifts and weekly offs basis business need

To be successful you will:

• Must be graduate and be of a legal working age .
• Experience in Insurance domain
• Good understanding of call centre dynamics e.g. procedures, processes and systems used, products sold, reward structures, agent skills and training, regulatory requirements.
• Good call quality, with call coaching skills and experience will be better.
• Ability to work in a team, and alone, with minimal supervision and act on own initiative.
• Excellent time management, planning and organization skills working with pace and purpose
• Some experience of delivering quality monitoring solutions using appropriate systems/tools, communication, delegation and planning skills.
• Ability to motivate and lead people, employing appropriate management styles.
• Good judgment, decision making and problem solving skills. .
• Strong analytical skill.
• Excel and PowerPoint literate to an advance level.
• Strong communication skills with high written and oral proficiency in English( Voice and Emails)
• Ability to work in a high-volume, fast paced environment is required. Experience in both voice & non-voice process (emails) preferred.
• Proficiency with personal computers and basic software packages and specialised applications

Hsbc.Com/Careers

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."

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