US Contact Center Premier Specialist

About the Role

The 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 Premier and Private Bank clients in a fast-paced environment on a wide variety of topics including:

• International and domestic account opening support
• Digital navigation
• Unsecured lending guidance
• Payment expertise
• Deposit servicing

The Contact Center is assigned as the Relationship Manager for the majority of IWPB (International Wealth & Premier Banking) clients.

Key Responsibilities

• Provide high-quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible.
• Deliver high-quality work for customers, taking ownership to prevent avoidable errors and operational losses.
• Display a positive tone and communication style to make clients feel welcomed and appreciated.
• Maintain a working knowledge of regulations to identify risk or fraudulent activity, protecting both the customer and the bank.
• Escalate material issues and ensure timely resolution.
• Act and resolve client concerns through proactive resolution of customer complaints, building trusted relationships.
• Listen to customers, establish needs, and offer relevant products through a need-based selling approach for domestic and international clientele.
• 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 customer follow-up or direct the customer to the appropriate department for resolution.
• Act as a role model for 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, including credit card, internet banking, and deposits.
• Generate customer loyalty through strong knowledge of key products and services.
• Be a digital expert and help clients navigate HSBC's digital platforms and tools.
• Be responsible for achieving individual targets and/or sales goals while maintaining quality and compliance within a team environment.
• Value diversity, inclusion, and collaboration amongst the team and different departments.
• Act as a mentor to assist new joiners as required.

Requirements & Tech Stack

• Proficiency with personal computers and basic software packages.
• Ability to work in a high-volume, fast-paced environment.
• Excellent communication skills.
• Ability to be a team player.

Qualifications

• Minimum of high school diploma or General Education Development Test.
• Proven and progressive customer service and sales experience.
• Flexibility, customer-centricity, and ability to thrive in a team environment, seeking feedback and open to development.
• A desire to do a good job, commitment to getting it right for the customer, and ensuring everything is in order.
• Banking experience preferred but not required.