Specialist Banking Agent

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

Job summary

A leading international bank is seeking a dedicated Customer Support Specialist in Leeds to assist vulnerable customers with their banking needs. This rewarding role requires excellent communication and negotiation skills to provide tailored solutions. The ideal candidate will excel in empathetic interactions and possess problem-solving abilities. This position offers a hybrid work model, providing flexibility while delivering high-quality service in a supportive environment.

Benefits

Flexible working hours

Professional development workshops

Qualifications

• Ability to connect with customers' needs effectively.
• Competent to handle all core banking enquiries.
• Desirable experience in Personal Banking or Contact Centre.

Responsibilities

• Support and manage queries from vulnerable customers.
• Tailor approach to meet customers' bespoke needs.
• Handle queries through inbound/outbound calls and chat.

Skills

Excellent communication skills

Negotiation skills

Resilience

Empathy

Problem-solving skills

Self-motivation

Job description

If you’re looking to take an exciting new direction with your HSBC career, an internal move can open the door to many opportunities, allowing you to take on a new challenge, and develop your skills. Bring your knowledge of our brand to a new role and grow yourself further.

Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors and entrepreneurs worldwide. We provide products and services that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.

The Specialist Banking team are designed to support our vulnerable customers with their banking needs in an empathetic, friendly, and inclusive approach across multiple different channels. Our customers may be experiencing a range of different vulnerabilities including life events, short and long-term health conditions which may require additional navigation and compassion to provide both internal and external support to the customer. Each call will present a unique situation, and you need to be a confident communicator, an exceptional listener, and a proven problem solver with an appreciation of the issues people can face in their daily lives to deliver a deeply personalised service and a solution for their banking needs and any additional support that they may require.

This is a very rewarding role with the opportunity to make a huge difference to our customers. Alongside the chance to further enhance your own skills and knowledge to support your career development.

A move across the business allows you to continue to access tailored professional development opportunities, and our fantastic benefits packages.

In this role you will:

• Support and manage queries directly from our vulnerable and potentially vulnerable customers or through escalation from frontline colleagues, for customers with more complex needs.
• Tailor your approach to meet the customer’s bespoke needs and having the opportunity to become a specialist in certain vulnerabilities.
• Understand that a vulnerable customer is defined as someone who due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
• Take ownership to recognise and explore the specific needs of the customer, using a variety of internal and external tools offering tailored solutions, whilst using sound judgement, risk, and decision‑making skills to do the right thing delivering the best possible outcomes.
• Educate and provide individual case support to other business areas ensuring all stakeholders maintain consistently high standards in delivering the right outcomes for our vulnerable customers. Through exceptional communication, emotional intelligence, and judgement, they will put the human heart into everything they do delivering a truly exceptional and intuitive customer experience.
• Handle customer queries through their channel of choice including inbound/outbound calls, Chat and FVQ memos.

To be successful in this role you should meet the following requirements:

• Excellent communication and negotiation skills with the ability to connect with our customers to fully understand their needs. The resilience and confidence to manage challenging conversations by displaying patience and empathy, whilst monitoring the well‑being of the customer.
• The ability to make balanced and risk‑based decisions to ensure good outcomes for your customers. The ability to solve practical problems, ask questions, and collect information to provide customer‑centric solutions. A high level of self‑motivation and a positive attitude as well as the confidence to act with courageous integrity, providing support and solutions that may fall outside of policy and procedural adherence. The skills to use multiple systems to explore and meet your customer’s needs and bespoke requirements.
• Must be competent to handle a set of core skills required for the role which include all core banking enquiries. Personal Banking / Contact Centre experience is desirable.

This role is based in Leeds, Hamilton, Sheffield and Swansea

We are a flexible department that is open to supporting our colleagues with a good work/life balance. Our full‑time colleagues will be required to cover the operating window of 08.00 – 20.00pm Monday to Sunday. Key Time colleagues will be expected to commit to 28 hours within the operating window and accommodate shifts which have a balance of early shifts and late shifts and weekend working
This role is being offered on a hybrid capacity meaning you will split your working week between an office and home. Expectation of 60% of hours should be office based.

If you are an HSBC Contractor and wish to apply to this role, click here. https://career2.successfactors.eu/sfcareer/jobreqcareerpvt?jobId=1280&company=hsbcholdin&st=DE0B1993F14F8C22E234D67506BA81F67DDE8DB9

To support you with putting your best foot forward for our internal opportunities, you are invited to take advantage of our CV and Interview workshops, hosted by our Talent Acquisition team. To find out more and register to attend please copy and paste this link into your browser – https://performancemanager.successfactors.eu/sf/learning?destUrl=https%3a%2f%2fhsbcbank%2eplateau%2ecom%2flearning%2fuser%2fdeeplink%5fredirect%2ejsp%3flinkId%3dITEM%5fDETAILS%26componentID%3dLDXX1066V%2d000%2dENGBR%26componentTypeID%3dVILT%26revisionDate%3d1692279360000%26targetStudentSysGUID%3d%26actingAs%3d%SF%3dY&company=hsbcholdin