Customer Experience Advocate - Digital Banking & Inclusion

HSBC; Exeter; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Perks at Work

Pension contribution

Healthcare (BUPA)

Life Assurance

Flexible benefits platform

Sharesave

Job summary

HSBC is seeking a Customer Service Consultant to provide outstanding service, helping customers use HSBC digital platforms and banking options. You will educate customers, identify vulnerable cases, and support those with complex needs to ensure financial inclusion and a positive experience.

The role offers a full-time schedule (35 hours per week) with training in-branch, an starting salary of £26,000 plus a discretionary annual bonus, and extensive employee benefits.

Qualifications

• Clear communication and active listening.
• Empathy and patience when helping customers.
• Ability to explain digital banking features simply.
• Willingness to learn HSBC systems and processes.

Responsibilities

• Be the first point of contact in branch for customers and address needs with a friendly, personalised approach.
• Educate customers on HSBC digital services and fraud awareness to support financial inclusion.
• Identify vulnerable customers and determine the best support to provide.
• Assist customers with more complex banking needs to ensure they feel supported in their choices.
• Take ownership of inquiries through to resolution and deliver a consistently excellent experience.

Skills

Excellent communication

Empathy

Customer service

Resilience

Conversation skills

Job description

HSBC is seeking a Customer Service Consultant to provide outstanding service, helping customers use HSBC digital platforms and banking options. You will educate customers, identify vulnerable cases, and support those with complex needs to ensure financial inclusion and a positive experience.

The role offers a full-time schedule (35 hours per week) with training in-branch, an starting salary of £26,000 plus a discretionary annual bonus, and extensive employee benefits.