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\'ll do: Principal Accountabilities Key activities and decision making areas Weighting% Impact on the Business .Ability to process customer queries as per process requirement .Ability to provide First Contact Resolution to the customer .To meet all the PLA/KPI target & stretch target .To ensure self-attendance is below 4% in providing resource to the business .40% Customers (External/ Internal) .Ability to provide a good customer service experience to all external & Internal customers through exceeding the monthly call coaching score of 80% and above .Complying to the HSBC Core Standard Behavior .Minimize complaints/ Losses and increase compliments .Achieve/Exceed customer satisfaction score through the Quarterly Global Review Score .30% Leadership & Team work .Take ownership in self\'s performance by working on the AODS through the One To One/Coaching feedbacks .Participation in the process improvement activities or centre wide activities (NEXT GEN, SMILE) .20% .Operational Effectiveness & Control .Comply to the VQ Matrix and reduce operational loss if any .Keep abreast on the procedural changes to avoid procedural breach .Minimize error and reworks within specified time .Adhere to Real Time Adherence .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\'s abilities) To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLA\'s. 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) .Acquire and update knowledge on procedures related to relevant processes. .Process work as requested by line manager/customer .Ensure that work is completed in accordance with established procedures and standards .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 \'IND GSC : IJP Applicant User Guide\' in search bar. 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.\' Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. ...Issued By HSBC Electronic Data Processing Private LTD...

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