French Glcm Digital Customer Service Specialist

**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.

**Purpose of Department**

The GLCM Operations COE is part of HOST Operations and delivers a centralized operations utility for HSBC's Corporate Digital Channels (including HSBCnet, Host-to-Host Connect, and SWIFT net) supporting payments, cards, receivables, liquidity, trade, supply chain finance, custody, securities services, and money market trading solutions globally across Europe, Asia, Middle East, North and Latin America. Over 700 million payment transactions valued at over $10 USD trillion is processed through the channel annually.

The team caters to CMB and GB&M customers of HSBC and provides service and support for the customer digital lifecycle across GLCM, GTRF, and HSS products. It spans across 5 Global Service Centers (Bangalore, Hyderabad, Guangzhou, Kuala Lumpur, Krakow and Cairo) and 1 Onshore Operations Service Centre (Mexico). The COE focusses on wider business activities performed by GLCM Client Management, including Client Implementation, and Client Servicing activities.

The Client Servicing team in GSC supports Tier 1 to 3 clients on queries related to channels, payments, account services through Mails. Team also supports different type of enquiries and follow-up on amendment/ cancellations, return funds, charge details, training, troubleshooting file upload issues, statement retrieval etc.

**The Opportunity**:

- Develop required product and customer journey knowledge to support end to end resolution of customer enquiries
- Support customers through difficult situations such as challenging inquiries/complaints utilising negotiation skills while following guidelines in an effort to satisfy the customer
- Think laterally beyond procedures to resolve issues ensuring service TATs are met, leading to better customer relationship

**What you’ll do**:

- Identify and resolve daily cash management inquiries for wire transfers, ACH, checks, commercial cards, statements, billing, reporting, receivables such as Lockbox, and other core cash management services
- Organic cross selling of GLCM products and services and provide superior service support for all GLCM solutions
- Resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns
- Open daily cases to track inquiries and manage cases to resolution within agreed timelines
- Ensure that fraud/errors/irregular transactions (if any) are identified and escalated
- Ensure that the process productivity, quality and customer experience requirements are met in accordance with standards set
- Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy
- Ensure all activity documentation is complete to provide performance tracking
- Complete other responsibilities, as assigned
- Establish and maintain excellent working relationships with the key HSBC stakeholders
- Live the Group Values
- Supports HSBC’s GBM and CMB customers

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

- Fluent in English & French
- Exceptional Client focus and orientation
- Interpersonal, verbal and written communication skills.
- Ability to communicate efficiently with local and global teams
- Excellent organizational and time management skills
- Ability to multi-task, depending on the criticality of the tasks.
- Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn.
- Flexibility with working hours.

**What additional skills will be good to have?**_
- **
- Experience and proficiency with web-based technologies.
- Position requires technical knowledge where GLCM Digital experience is asset.
- MS office.
- MI and Reporting/ Real time management.

**You’ll achieve more at HSBC**

**Issued By HSBC Electronic Data Processing (India) Private LTD