Call Center Service And Sales Agent

About the role

To provide operational and administrative support and quality standards to the Retail Banking and Wealth Management business.

MUST HAVE

At least 2-3 years of customer service experience.

Must have clear communication skills in English and French. Would prefer a candidate to have both languages, but flexible if only candidates only speak English.

Must be available for shift rotation from Monday to Friday between 8am to 8pm EST.

Team player and development minded.

Strong communication (verbal and written), customer service and interpersonal skills.

Ability to learn and operate new software and technology. Such has help callers log into website, troubleshoot bank app. Depositing checks using bank apps. Download files from internet, etc.

Ability to multi-task.

Ability to handle large volumes, tight turnarounds and multiple deadlines.

Some experience with conflict resolution required.

NICE TO HAVE

Good to have small business banking experience.

Banking industry experience an asset.

General asks

Professional appearance and attitude.

Detailed orientated with good time management and organizational skills.

Responsibilities:

Meet expectations in terms of speed, certainty and efficiency of response.

Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.

Maintain superior and courteous service to internal and external contacts.

Ensure branch or work area is maintained in accordance with HSBC standards.

Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Contributes to team-based approach in completing tasks and meeting internal and external customer needs.

Participates in quality, regulatory and compliance training in order to meet performance targets.

Demonstrates Group capabilities.

Promote an environment that supports diversity and reflects the HSBC brand.

Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.