Contact Centre Service

7 months ago

Ho Chi Minh City, Vietnam HSBC Full time

-Job Advert Details

**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)**
***is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs.

We are currently seeking a high caliber professional to join our team as an **Contact Centre Service & Sales Representative I.**

**Principal Accountabilities**

**Impact on the Business**
- Handles contacts with HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible.
- Delivers what is promised in line with customer expectations
- Offers value added products and services based on customer needs analysis and ensures customer understanding of those products
- Individual key performance indicators through proactively introducing customers to new and value adding products and services that meets their needs
- Targets on efficiency, quality and effectiveness
- Adherence to documented policies an procedures

**Customers / Stakeholders**
- Provides excellent customer service to basic customer contacts by keeping up to date on training and internal communications
- Generating customer loyalty through strong knowledge of key products and services
- Owns and resolves issues and understands how and when to escalate
- Quality monitoring scores
- Direct customer feedback via complaints, compliments and customer satisfaction surveys
- Completion of required training and accreditations
- Number of contacts that lead to offering value added products and services through interactions with customers, incorporating needs analysis, building rapport, and overcoming objections

**Leadership & Teamwork**
- Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
- Values diversity amongst team
- Contribution to team events and team meetings, and suggestions put forward for improvements or efficiency gains
- Completion of other team related duties as appropriate
- Displays patience and empathy

**Operational Effectiveness & Control***
- Knowledge of group compliance, Operational Risk and SOX (Sarbanes
- Oxley Requirements) for RBWM Centres
- Maintains HSBC internal control standards
- Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
- Completion of technical training that enhances system knowledge and proficiency
- Regular attendance at learning sessions and team meetings
- Adherence to clear desk and other internal policies
- Timely completion of mandatory compliance, risk and regulatory learning modules

**Major Challenges**
- Changing performance parameters (e.g. Scorecard changes)
- Understanding updates on procedural changes and compliance
- Achieving customer excellence in every contact

**Role Context**
- The role operates within a RBWM Contact Centre and interacts with HSBC local and international customers, the post holder must have the ability to deal with different process, different countries, where applicable, and different customer attitudes and requests on a daily basis.

**Management of Risk**
- Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

**Observation of Internal Controls**

Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators (see HR FIM section 3.7 and GCL 050044 on Sarbanes Oxley and Internal Controls. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrati

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