Commercial Customer Specialist

HSBC Group; Deutschland; Hybrid; EUR 36.000 - 52.000; Vollzeit

Zusammenfassung

HSBC Group in Germany is seeking a Business Client Specialist to service Commercial customers via phone and digital channels, building strong relationships and delivering tailored solutions. You will own customer queries, ensure accurate data handling, and support HSBC’s specialist strategy within a hybrid work setup.

The role emphasizes a customer-centric approach, effective communication, and collaboration with teammates to drive satisfaction and business growth.

Qualifikationen

• Build strong relationships by listening to customers and delivering solutions that help grow their business.
• Deliver a customer-centric approach with technology and digital servicing solutions.
• Take end-to-end ownership to resolve customer queries at first point of contact.
• Identify customers at risk, record data accurately, and offer appropriate services.
• Support the delivery of BCS specialist strategy and process improvements.
• Adhere to HSBC Standards and policies and manage risk including financial crime controls.
• Communicate clearly, both written and verbally, to internal and external customers.
• Collaborate with teammates to achieve common goals and drive customer satisfaction.
• Demonstrate adaptability and a proactive mindset to changes in the business.

Aufgaben

• Build strong relationships by listening to customer needs and delivering solutions that help grow their business.
• Deliver our customer-centric approach by embracing technology and digital servicing solutions.
• Take end-to-end ownership to resolve customer queries at first point of contact.
• Identify high-value customers and record data accurately to offer appropriate services.
• Support the delivery of BCS specialist strategy and process improvements.
• Ensure compliance with HSBC Standards and policies and manage operational risk.
• Efficiently handle customer interactions with professionalism and empathy.
• Collaborate with the team to achieve common goals and drive customer satisfaction.

Kenntnisse

Active listening

Relationship building

Customer service

Verbal communication

Written communication

Problem solving

Time management

Adaptability

Data accuracy

Compliance

Risk management

Team player

Ownership

Digital servicing

Process improvement

Jobbeschreibung

Our Commercial Banking business serves over a million customers across more than 50 markets, ranging from small enterprises focused primarily on their home markets, through to corporates operating across borders. Whether it is working capital, term loans, trade finance or payments and cash management solutions, we provide the tools and expertise that businesses need to thrive. The Business Client Specialist (BCS) supports with all servicing activities for all Commercial customers in contact with BCS. They are responsible for delivering a professional service that helps our customers solve their queries, over the telephone and via digital channels. Through extensive training, skills will be in developed to ensure that our customers are receiving Good Outcomes. This will be delivered through actively listening, responding with pace, providing answers required, offering advice to support the customers journey and being proactive with additional support/ product information. By achieving this we will drive customer sentiment in HSBC which will in turn lead to increased opportunities to improve wallet share. When & where you'll work This role is full-time, contracted to 35 hours a week, 5 out of 6 days. Successful applicants must be able to commit to the role for a minimum of 12 months. Flexibility is required as you will be working shift patterns between the hours of 8am to 8pm Monday to Friday and 8am to 2pm on Saturday when our customers need us the most. Working with the team in LEICESTER you will be part of a team that is able to collaborate, interact and support one another as you assist our business customers. Being in our office together in one place enables you to collectively create an inclusive, productive workplace. We operate a hybrid working environment, which means that after your probation there could be the opportunity to work a minimum of 60% in the office with the other time working from home, so it's important you are able to do both. To be able to work from home you will need to have a suitable home office set up, which includes a desk and a chair in a location which is safe, secure and free from the interruptions of day to day life. We will provide you with the technology required to do your role. In this role you will:

• Build strong relationships by listening to their needs and delivering solutions that helps to grow their business
• Deliver our customer centric approach, through the embracing of technology and demonstrations of digital servicing solutions.
• Takes end to end ownership to resolve customers queries at first point of contact
• Identify FIV customers, record data accurately ensuring that we offer an appropriate service or solution to support our customers when they need us most.
• Support the delivery of BCS specialist strategy
• Actively support process improvements through raising ideas through the correct channels.
• Ensure all applicable operational risk HSBC Standards and policies are adhered to and report any breaches in accordance with local procedures.
• Confidently manage financial crime by identifying, assessing, accepting, monitoring, escalating and mitigating risk.
• Ensure client satisfaction is achieved by consistently delivering excellent service.
  The ability to build a relationship and rapportwith excellent verbal communication skills. Whilst identifying new opportunities for growth within the business.
• A team player that is happy to collaborate and deliver on common goals
• Problem solving skills the ability to think on your feet and create solutions for our customers
• Willingness to take ownershipof all customer interactions
• Self-led enthusiasm to grow, succeed and learn
• Forward thinking, progressive mindset with the ability to adapt to change well.
• Good written and verbal communication skills, enabling productive dialogue with internal and external customers.
• Champion and drive successful customer satisfaction.
• The ability to demonstrate role model behaviours and organisational values setting the standard for others
• Effective time management skills