Client Support Executive (Apprentice-12 Months)

About the Role

This is a 12-month apprenticeship as a Client Support Executive at HSBC.

Key Responsibilities

• Hold overall ownership of trade transactions for Premium/Standard Trade Clients, ensuring end-to-end completion.
• Ensure transaction processing without breakdown due to missing documents or internal approvals.
• Arrange necessary internal approvals and track deferrals to facilitate straight-through processing.
• Address customer complaints, ensuring effective resolution with high-quality customer service and appropriate flexibility.
• Monitor E-helpline, raise/resolve customer queries, assigning them to relevant teams for complete resolution.
• Facilitate preparation of forms/documentation for client onboarding.
• Answer incoming customer calls/emails for general and transaction-specific trade inquiries.
• Conduct proactive callbacks to customers for payment instructions, confirming exchange rates, informing about insufficient funds, dispatch details, and advice discrepancies.
• Follow up with clients, group offices, MO, Sales, and various authorities on items like PO/Export advance payments, overdue finance bills, BEF, XOS, FIRC, EDPMS & IDPMS Reconciliation, unaccepted import collection bills, disposal instructions for export proceeds, and payment follow-ups with overseas group offices.
• Coordinate and liaison with MO, Sales, and Product teams for daily transaction-related activities.
• Contribute to process/guidelines roll-out through Team Meetings to ensure effective understanding.
• Acquire knowledge and enhance business understanding to support team development and build an internal knowledge database.
• Act as a trusted transaction advisor for clients, building and strengthening relationships.
• Accompany Client Managers on customer visits when appropriate.
• Arrange quarterly meetings with clients to understand their trade requirements.
• Monitor Exports and local dispatches, ensuring timely dispatch of documents.
• Report discrepancies promptly and expedite their resolution.
• Manage trade relationships for select clients.
• Promote Digital penetration.
• Maintain HSBC internal control standards, implement and observe Group Compliance Policy, and maintain awareness of operational risk, minimizing its likelihood.

Requirements & Tech Stack

• Familiarity with AI-enabled tools is an advantage.

Qualifications

• Graduate
• Post-Graduate
• A high level of communication/coordination skill is required to interact with both clients and internal departments.

Apprenticeship Details

• The tenure of the Apprentice will be 1 (one) year as defined under the Apprentices Act, 1961.
• All Apprentices will be featured in the NATS portal.
• On completion of the one-year tenure, a Certificate of Proficiency will be issued by the Govt. of India.