Job Description

Job description

Business: UKCC

Open positions: 1

Role Title: Everyday Banking Agent

Global Career Band: 8

Location (Country / City): Malaysia

Recruiter Name: Durrga Silvarajah

The Opportunity:

Handling enquiries from HSBC UK customers in a shift rotational pattern. Responsible for relationship building while resolving customer enquiries 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. Is responsible for achieving individual targets and/or sales goals whilst maintaining quality and compliance.

What you\xe2\x80\x99ll do:

Principal Accountabilities

Key activities and decision making areas

Weighting %

Impact on the Business

\xc2\xb7 Ability to process customer queries as per process requirement

\xc2\xb7 Ability to provide First Contact Resolution to the customer

\xc2\xb7 To meet all the PLA/KPI target & stretch target

\xc2\xb7 To ensure self-attendance is below 4% in providing resource to the business

\xc2\xb7 40%

Customers (External/ Internal)

\xc2\xb7 Ability to provide a good customer service experience to all external & Internal customers through exceeding the monthly call coaching score of 80% and above

\xc2\xb7 Complying to the HSBC Core Standard Behavior

\xc2\xb7 Minimize complaints/ Losses and increase compliments

\xc2\xb7 Achieve/Exceed customer satisfaction score through the Quarterly Global Review Score

\xc2\xb7 30%

Leadership & Team work

\xc2\xb7 Take ownership in self\xe2\x80\x99s performance by working on the AODS through the One To One/Coaching feedbacks

\xc2\xb7 Participation in the process improvement activities or centre wide activities (NEXT GEN, SMILE)

\xc2\xb7 20%

\xc2\xb7 Operational Effectiveness & Control

\xc2\xb7 Comply to the VQ Matrix and reduce operational loss if any

\xc2\xb7 Keep abreast on the procedural changes to avoid procedural breach

\xc2\xb7 Minimize error and reworks within specified time

\xc2\xb7 Adhere to Real Time Adherence

\xc2\xb7 10%

Management of Risk (GHR / FIM requirements)

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 (GHR / FIM requirements)

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Major Challenges (The challenges inherent in the role that require a continual test of the role holder\xe2\x80\x99s abilities)

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLA\xe2\x80\x99s. Responsible for relationship building and resolving customer inquiries in a professional manner.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

\xc2\xb7 Acquire and update knowledge on procedures related to relevant processes.

\xc2\xb7 Process work as requested by line manager/customer

\xc2\xb7 Ensure that work is completed in accordance with established procedures and standards

\xc2\xb7 Works productively and professionally in enhancing customer service and leads.

Requirements

What you will need to succeed in the role:

Demonstrated abilities in an international call centre and / or phone sales experience preferred, but not required. Must have the proven ability to maintain a high level of productivity, while complying with departmental quality standards. Excellent English communication skills required. Computer literate, Excellent negotiation skills required, Business math skills, along with the ability to work in a high-volume, fast-paced environment also required. Flexibility to work shifting schedules as required by the Business Area, Minimum high school diploma and should be of legal age.

Link to Candidate User Guide:

(Or)

Go to the below link and type \xe2\x80\x9cIND GSC : IJP Applicant User Guide\xe2\x80\x9d in search bar.

You\xe2\x80\x99ll 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.\xe2\x80\x9d

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