Calls Back Referrals

1 week ago

مصر, Egypt HSBC Full time

**Why join us?**

Payment Operations provide services for various payments products around the globe, with offshore presence in China, India and Poland. Currently expanding payment operations to Cairo, Cairo’s operations will focus mainly on MENA Markets (but not restricted to), with language dependencies.

**The Opportunity**:
The purpose is to continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s) in accordance with procedures.

**What you’ll do**:

- Voice processes concerning payment orders from HSBC customers - Outbound calls with customers conducted according to scripts and rules with appropriate customer care.
- Fraud detection, annihilation any fraud attempt.
- Working on different requirements systems.
- Authorization seeking with branch concerning: account restrictions, liquidity availabilities, signature verification High Risk Countries, call-backs, etc.
- Identify and escalate any issues effectively which have any impact of the SLA/Quality to appropriate parties.
- Co-operation with team members and stakeholders.
- Updating the procedures/manuals - upon Team Leader / Manager request.
- Co-operation in solving all complaints issues connected to payment activities.
- Providing practical training and support for new joiners/cross-trained staff.
- Acquire and update knowledge on procedures and products
- Ensure that each work is completed in accordance with established procedures and standards.
- Identify and escalate potential showstoppers
- Support achievement of team objectives
- Exhibit ownership of the business
- Adhere to all the audit requirements including but not limited to: Declaration of Secrecy/Data Protection Act/Health Safety and Security/Clear Desk Policy/ Other Process Specific Audit requirements/ Compliance issues/requirements and Undertake process specific checks, where ever applicable
- To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies
- Active participation in initiatives which may lead to process simplification or automation

Other responsibilities might be assigned by Management Team.

Requirements

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

- Fluent French language skills
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Takes pride in delivering what is promised in line with the customer and service expectations
- Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order
- Ability to work in a high-volume, fast paced environment is required
- Excellent communication skills and is polite and friendly at all times
- Displays patience and empathy

**What additional skills will be good to have?**
- Payments Products knowledge will be an asset
- Having a previous customer experience will be an asset
- Additional language knowledge will also be an asset

(Or)

Go to the below link and type “IND GSC : IJP Applicant User Guide” in search bar.

**You’ll achieve more at HSBC**

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

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