US Contact Center Premier Specialist

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth, and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities, and the planet we all share.

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

A US Contact Center Premier Specialist is trained to handle inbound calls from existing and new to bank clients, internal and external customers across multiple products, propositions and countries. Representatives service our Premier and Private Bank clients in a fast-paced environment on a wide variety of topics from International and domestic account opening support, digital navigation, unsecured lending guidance, payment expertise and deposit servicing. The staffing of the team is vital given the Contact Center is assigned as the Relationship Manager for the majority of IWPB (International Wealth & Premier Banking) clients.

As our US Contact Center Premier Specialist you will:

- Provide high-quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible
- Deliver high-quality work for our customers. Take ownership to prevent avoidable errors and operational losses
- Display a positive tone and communication style that makes the client feel welcomed and appreciated in every interaction
- Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank
- Escalate material issues and ensure timely resolution
- Act and resolve our clients’ concerns through the proactive resolution of customer complaints, building trusted relationships
- Listen to the customer and establish needs to offer relevant products by way of need-based selling approach for Domestic and International clientele on every interaction suitable
- Maintain attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
- Take ownership and initiative to complete necessary research and customers follow up or direct the customer to the appropriate department for resolution
- Act as a role model for our Group values and behaviors C.A.R.E (Connected, Accountable, Responsive, Empathetic)
- Support colleagues and customers to deliver superior customer service through these values
- Handle multiple banking products (credit card, internet banking, deposits)
- Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank
- Generate customer loyalty through strong knowledge of key products and services
- Be a digital expert and help our clients navigate our multitude of digital platforms and tools
- Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance within a team environment
- Value diversity, inclusion and collaboration amongst team and different departments, and act as a mentor to assist new joiners as required

You´ll likely have the following qualifications to succeed in this role:

- Minimum of high school diploma or General Education Development Test
- Proven and progressive customer service and sales experience (Banking experience preferred not required)
- Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development
- Take pride in delivering what is promised in line with the customer and service expectations
- Wants to do a good job, is concerned about getting it right for the customer, and checks that everything is in order
- Proficiency with personal computers and basic software packages
- Ability to work in a high-volume, fast-paced environment
- Excellent communication skills, as well as being a team player

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.