Job description

Some careers have more impact 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. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Wealth and Personal Banking (WPB) helps deliver on HSBC's purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs. Wealth and Personal Banking has four key business areas responsible for efficiently bringing the best of HSBC to our clients through a broad and relevant suite of wealth and retail banking capabilities: Asset Management, Global Private Banking & Wealth, HSBC Life, Retail Banking & Strategy and COO & Digital Transformation.

We are currently seeking a high calibre professional to join our team as a Personal Banking Executive (Digital/Multi-channel) - Contact Centre and Remote Channel.

Principal Responsibilities

• Providing customer service and sales support in a contact centre environment on products and propositions that span across various customer segments
• Providing quality written communication via digital service channels and platforms to resolve customer enquiries to a high level of customer satisfaction
• Reading and interpreting customer digital enquires to establish their needs and offer relevant products, services and solutions
• Working across multiple digital platforms, including but not limited to Social Media Platforms and Email
• Adopting a Customer First mentality by acknowledging and empathizing with customers' needs and concerns quickly in order to offer appropriate and relevant guidance. Maintaining attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
• Taking ownership of enquiries to resolve issues on first contact, and where necessary, direct customers to the appropriate department online and verbally provide an engaging and proactive service
• Effectively multi-tasking to supporting multiple customers concurrently. Demonstrating resilience within a fast paced environment with evolving customer needs
• Achieving individual key performance indicators whilst maintaining appropriate operational risk control and compliance in all activities

Requirements

• Holder of High Diploma, equivalent or above
• Strong written communication skills in local language and English with good use of grammar and vocabulary to effectively service customers
• Fluency in Cantonese, English and Putonghua
• Hands-on experience in customer service roles, where active listening and effective questioning are required
• Proficiency in navigating through multiple digital platforms and applications with minimum typing speed of 30 words per minute in Traditional Chinese
• Ability to multitask and run concurrent customer sessions to a high degree of accuracy and customer engagement
• Candidates should be computer literate and capable of using and navigating through multiple computer systems and applications

You'll achieve more when you join HSBC. www.hsbc.com/careers

HSBC is 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. 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 The Hongkong and Shanghai Banking Corporation Limited.