Client Support Executive

About the Role

Apprenticeship role for 12 months.

Key Responsibilities

• Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures end-to-end completion of transaction processing.
• Ensure transaction does not break down for want of any document and internal approval.
• Arrange necessary internal approvals and tracking deferrals to facilitate straight-through processing and minimize transaction breakdown.
• Address customer complaints and ensure their effective resolution with high-quality customer service and appropriate flexibility, balancing client relationships and business costs.
• Monitor E-helpline and raise/resolve customer queries, assigning them to relevant teams and ensuring complete resolution up to satisfaction.
• Facilitate preparation of forms/documentation for customers for client on-boarding.
• Answer incoming customer calls/emails for general and transaction-specific trade inquiries.
• Conduct proactive call backs to customers for payment instructions, confirming exchange rates, informing customers regarding insufficient funds, dispatch details, and advice discrepancies.
• Follow up with clients, group offices, MO, Sales, and various authorities. Examples include follow-up of PO/Export advance payments/Overdue finance bills (INR/FCY), BEF, XOS, FIRC, EDPMS & IDPMS Reconciliation, unaccepted import collection bills, disposal instructions for export proceeds, and payment follow-ups with overseas group offices.
• Co-ordinate and liaise with MO, Sales, and Product teams for various transaction-related day-to-day activities and ensure maximum output.
• Contribute in process/guidelines roll-out by way of Team Meetings to ensure effective understanding of the process and guidelines.
• Acquire knowledge and enhance business understanding, thereby supporting the development of a cohesive team and building an internal knowledge database.
• Act as a trusted transaction advisor for clients, building and strengthening close relationships with these clients.
• When appropriate, accompany Client Managers on customer visits.
• Arrange regular meetings with clients every quarter and understand their trade requirements.
• Monitor Exports and local dispatches and ensure documents are dispatched on time.
• Timely reporting of discrepancies and expedite resolution for the same.
• Manage the trade relationships of select clients.
• Promote Digital penetration.
• Maintain HSBC internal control standards, implement and observe Group Compliance Policy, and maintain awareness of operational risk and minimize the likelihood of its occurrence.

Requirements & Tech Stack

• Graduate
• Good understanding of trade finance, ICC rules, FEMA & RBI guidelines (preferably CDCS)
• A high level of communication/coordination skill is also required as the jobholder must interact with both clients and internal departments (i.e. Client Management).
• Familiarity with AI-enabled tools is an advantage.

Qualifications

• Graduate
• Good understanding of trade finance, ICC rules, FEMA & RBI guidelines (preferably CDCS)

Additional Information

• The tenure of the Apprentice will be 1 (one) year as defined under Apprentices Act, 1961 and Apprenticeship Rules 1992 amended from time to time.
• All Apprentices engaged by the Bank will also be featured in NATS portal as an ‘Apprentice’.
• On completion of the one-year Apprenticeship tenure, a Certificate of Proficiency will be issued to the apprentice by the Govt. of India.