CLM Helpdesk Representative, GSC Cairo

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we're leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group. As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey. If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

The Opportunity: 

Your role will entail, liaising directly with commercial customers to assist them on their remediation journey. This will be in a contact centre environment, and you will be utilizing different channels (mainly inbound and outbound calling) to support the customers aligned with the UK CMB Customer Due Diligence (CDD) Remediation programme. Aside from the customer you will work closely with other upstream teams who may require more details surrounding the customers and aligned with KYC process.

What you'll do: 

• Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
• Basic knowledge and understanding of compliance and audit standards; the ability to assess risks in accordance to the different type of customers.
• Ability to work under pressure, prioritise work accordingly to meet tight deadlines while meeting the required Service Level Agreements and ensuring efficiency.

Qualifications - Internal

• Strong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.
• Ability to be flexible, manage priorities whilst remaining calm under pressure, have the drive and resilience with a "can do" attitude.
• Attention to detail.  
• Ability to multi-task, depending on the criticality of the tasks.  
• Self-motivated and should be able to work under minimal supervision. 
• Good team player 
• Flexibility to work in different shifts.
• Quick Learner 

What additional skills will be good to have?

• All applicants must have successfully completed their probation period
• All applicants must have a minimum performance rating of Good and behavior rating of Good in the last two appraisals
• All applicants should have served at least 18 months in their current functional role and department company
• Application form should be copied to respective Line Manager
• Application form should be submitted ONLINE along with the current CV
• All the completed applications should be submitted ONLINE by 11:59 PM on the closing date
• Have not been previously declined for the same post within the last 3 months on the date of submission of their application
• Have not been on ANY form of Corrective Action within the last 6 months from the date of application 

You'll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.