Commercial Customer Specialist

HSBC; Birmingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Business Client Specialist to enhance customer satisfaction in Commercial Banking. This full-time role involves supporting customers with their banking queries, building strong relationships, and delivering a customer-centric approach. You will thrive in a collaborative team environment while embracing technology and digital solutions. The role offers a hybrid working model, ensuring flexibility and work-life balance. If you are enthusiastic about growth and customer success, this opportunity is perfect for you.

Qualifications

• Excellent verbal communication skills to build relationships.
• Problem-solving skills to create solutions quickly.

Responsibilities

• Support Commercial Banking customers with their everyday queries.
• Build strong relationships and deliver solutions to grow their business.

Skills

Verbal Communication

Problem-Solving

Team Collaboration

Customer Service

Adaptability

Job description

Hybrid working - 3 days per week in office

Some careers offer brighter prospects than others.

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 all servicing activities for all Commercial customers in contact with BCS. They are responsible for delivering a professional service that helps our customers resolve their queries over the telephone and via digital channels. Through extensive training, skills will be developed to ensure that our customers receive Good Outcomes. This will be achieved by actively listening, responding promptly, providing necessary answers, offering advice to support the customer journey, and being proactive with additional support and product information. By doing so, we aim to enhance customer sentiment in HSBC, leading to increased opportunities to improve wallet share.

When & where you’ll work

This is a full-time role, contracted for 35 hours per week, 5 out of 6 days. Successful applicants must commit to a minimum of 12 months. Flexibility is required to work shift patterns between 8am to 8pm Monday to Friday and 8am to 2pm on Saturday when customer needs are greatest.

Based in Birmingham, you will be part of a collaborative team that supports one another in assisting our business customers. Being in the office together fosters an inclusive and productive environment.

We operate a hybrid working model, allowing after probation a minimum of 60% of work in the office with the remainder from home. You will need a suitable home office setup, including a desk and chair in a safe, secure, and interruption-free space. We will provide the necessary technology for your role.

In this role, you will:

1. Correspond with Commercial Banking customers, supporting their everyday banking queries.
2. Build strong relationships by listening to their needs and delivering solutions to grow their business.
3. Deliver our customer-centric approach, embracing technology and digital servicing solutions.
4. Take end-to-end ownership to resolve customer queries at first contact.
5. Identify FIV customers, record data accurately, and offer appropriate services or solutions.
6. Support the delivery of the BCS strategy.
7. Proactively suggest process improvements through proper channels.
8. Adhere to operational risk standards and policies, reporting breaches as per local procedures.
9. Manage financial crime risks by identifying, assessing, and escalating issues appropriately.
10. Ensure client satisfaction through excellent service delivery.

To succeed, you should:

1. Possess excellent verbal communication skills to build relationships and identify growth opportunities.
2. Be a team player committed to collaboration and shared goals.
3. Have problem-solving skills to create solutions quickly.
4. Take ownership of all customer interactions.
5. Be enthusiastic about growth, success, and learning.
6. Adapt well to change with a forward-thinking mindset.
7. Possess good written and verbal communication skills for effective dialogue.
8. Drive and champion customer satisfaction.
9. Demonstrate role model behaviors aligning with organizational values.

The role is expected to start on 21st July 2025 in Birmingham. Training lasts 8 weeks from this date, during which you must be available. Post-training, you will be equipped to provide first-class customer support.

This role does not qualify for visa sponsorship due to salary and skill thresholds.

We value diversity and inclusion at HSBC. We are committed to removing barriers and ensuring our workplace is accessible and inclusive for everyone. We are a Disability Confident Leader and will offer interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the role’s minimum criteria.

If you require accommodations during the recruitment process, please contact our Recruitment Helpdesk.