CLM Helpdesk Officer, GSC

Why join us?
HSBC Technology and Services

• HSBC Technology and Services is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency.

Global Service Delivery

• Global Service Delivery is a business-aligned, customer-servicing organization with the primary objective of driving operational excellence across our businesses worldwide. Achieving this through the consolidation, simplification, and continuous improvement of processes across the full range of HSBC operations, the division simultaneously takes responsibility for managing operational, location and processing risk and ensuring that services provided are at a best-in-class price point for the required quality level.

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 utilising 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
Impact on the Business

• 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 action appropriate and providing feedback where necessary
• By achieving a high net promoter score and positive commentary the in-country CDD teams, line managing and clients
• By investigating accurately and identifying and handling queries to client's satisfaction
• By keeping clients fully informed of progress throughout the life cycle of a query
• By prioritizing work effectively in order of importance and urgency handling it in accordance with procedures

Customers / Stakeholders

• Receive/make calls/Emails from/to customers (internal/ external)
• Act effectively on all customer feedback
• Ensure that the customer issues / problems are effectively investigated and resolved.
• 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.

Qualifications

• Proven track record of strong focus towards high levels of Quality and Customer Service
• Good team player with the ability to multi-task, depending on the criticality of the tasks.
• Self-motivated and should be able to work under minimal supervision.
• Flexibility to work in different shifts.
• Strong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.
• Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
• Ability to work under pressure, prioritise work accordingly to meet tight deadlines while meeting the required Service Level Agreements and ensuring efficiency.
• Ability to be flexible, manage priorities whilst remaining calm under pressure, have the drive and resilience with a "can do" attitude.
• Basic knowledge and understanding of compliance and audit standards; the ability to assess risks in accordance to the different type of customers.
• Open to change, ability to think outside the box, innovative and an eye for process improvement.
• All applicants must have successfully completed their probation period
• All applicants must have a minimum performance rating of Performing/Strong and behavior rating of Good in the last two appraisals
• All applicants should have served at least 12 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

What additional skills will be good to have?

• Minimum experience of 12 months in dealing with CDD & Systems

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.

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