Client Services Officer

8 months ago

مصر, Egypt HSBC Full time

-Job description

**Why join us?**

**What you’ll do**:
**Impact on the Business/Function**:

- Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
- Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
- Reviewing ongoing aged queries, ensuring items are actioned appropriate and providing feedback where necessary.
- By achieving a high net promoter score and positive commentary the in-country PCM teams, line managing and clients.
- By investigating accurately and identifying and handling queries for client’s satisfaction.
- By keeping clients fully informed of progress throughout the life of a query.
- By prioritizing work effectively in order of importance and urgency handling it in accordance with procedures.
- Demonstrate a sound knowledge of the payment industry and its associated processes and systems.
- Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.
- Assistance in the retention the client and respond positively increasing the likelihood of new business from the client.
- Feedback from internal and external stakeholders.
- Complaints handling - This role is part of a key function for CMB, being a crucial opportunity to re-engage dissatisfied customer and to manage and solve end to end complaint process. (Logging, Investigation, Resolution).
- Manage the delivery and resolution of all customer complaints for all CMB customer segments in MENA (except UAE).
- Plan and prioritize work appropriately, address complaints in order of urgency and keep the customer informed throughout the process.
- Examine complaints data to grasp recurring issues, draw conclusions, and solve complaints to minimize errors, operational losses and rework.
- Ensure that all product related complaints are feedback to the product and IT teams.
- Ensure all customers are dealt with in accordance with compliance and regulatory requirements.

**Quality/ Training**:
**Key accountabilities are;**
- Conduct quality review of agent’s performance within teams to ensure quality service goals and standards are met and identify areas where improvement can be achieved.
- Maintain a comprehensive working knowledge of procedures, compliance and audit requirements across all teams within HSBCnet helpdesk.
- Audit and examines weekly/ monthly reports (eg: call disconnect, FCR, VOC and live chat data) to grasp issues, draw conclusions, and solve problems to ensure agents are compliant with the call / live chat handling process
- Analyze /assess the Voice of customer survey and live chat customer dissatisfactions from a customer point of view, suggest ideas, pursue solutions to improve customer experience
- Assist with training and mentor support of new hires and act as a single point of contact for queries on procedures, process, and policy.

**Customers / Stakeholders**:

- Act effectively on all customer feedback.
- Ensure that the customer issues / problems are effectively investigated and resolved.
- Provide HSBCnet training sessions via webex.
- Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
- Respond to mails/queries related to process timely with a cc to the Line Manager.
- Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made.
- Exceeds expectations of internal and external customers.

**Leadership & Teamwork**:

- Manages day to day process related activities for self.
- Work productively, professionally and demonstrate ways to improve customer service.
- Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas.
- Ensures swift and clear communication to the stakeholder.
- Fosters development of co-workers.
- Acquire and update knowledge on procedures related to relevant processes.

**Operational Effectiveness & Control**:

- Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
- Instructions/requests to be correctly interpreted understood and implemented.
- Ensure that the process related procedures are implemented as per the process manuals.
- Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.
Requirements

**What you will need to succeed in the role**:

- Fluent in English.
- One to Three years of experience in client management.
- Exceptional Client focus and orientation.
- Interpersonal, verbal and written

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