AM VCIP support

HSBC Holdings plc; Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

HSBC Holdings plc in Mumbai is seeking an experienced Customer Contact role in a banking contact centre. You will handle general customer inquiries, ensure a smooth VCIP process, and deliver high-quality service to achieve customer satisfaction.

The role requires strong communication, flexibility with shifts, and adherence to AML/global standards while maintaining controls and achieving KPIs.

Qualifications

• Minimum Graduation or as required for the role, whichever is higher.
• Must be proficient language(s) required by the process.
• Open to working flexible shifting schedules.
• Must be customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
• Takes pride in delivering what is promised in line with the customer and service expectations.
• Excellent communication skills and is polite and friendly at all times.
• Familiarity with AI-enabled tools is an advantage.
• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment.

Responsibilities

• Handle general customer contacts in a contact centre environment.
• Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of VCIP journey at first contact.
• Takes ownership and initiative to complete steps involved for resolution.
• Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.
• Maintains HSBC internal control standards.
• Comply to all relevant AML regulations & Global Standards.
• Performing Customer Due Diligence as per the laid down guidelines in SOP.

Skills

Customer service

Video KYC

AML compliance

Communication skills

Education

Graduation

Job description

Area of Interest: Branch and Retail Banking

Role Workstyle: Office Worker

Some careers open more doors than others.

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

International Wealth and Premier Banking (IWPB) helps deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities, and exceptional people. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors, and entrepreneurs. International Wealth and Premier Banking provides a leading premium proposition through Premier Banking and, together with our Private Bank, are present across the world’s most important markets, booking centres, and corridors most valued by our clients. Our wealth offering is further enhanced through our best-in-class manufacturing capabilities in Asset Management and Insurance.

Role Purpose

Handles general customer contacts in a contact centre environment typically on a Multiple products and or proposition. Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of Video Conferencing Identification Process (VCIP) journey at first contact, where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

Principal Accountabilities

Impact on the Business

• Video KYC enable customers to submit their KYC information through a video call from any place of their convenience ensuring compliance, faster on-boarding and minimize time to revenue.
• Video KYC facilitates in improving the customer experience while saving on KYC cost.

Customers / Stakeholders

• Provides excellent customer service to customers byface to face interaction with trained official to expedite the KYC process.

Leadership & Teamwork

• Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Values diversity amongst team

Operational Effectiveness & Control

• Maintains HSBC internal control standards
• Complete all mandatory and recommended LMS modules on time
• Comply to all relevant AML regulations & Global Standards
• Performing Customer Due Diligence as per the laid down guidelines in SOP.
• Changing performance parameters (e.g.Scorecard changes)
• Understanding updates on procedural changes and compliance
• Achieving customer excellence in every contact

Role Context

• The role operates within a WPB and interacts with HSBC local customers, the post holder must have the ability to deal with different process, where applicable

Management of Risk

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Observation of Internal Controls

• Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed.
• Optimizes relations with regulators.

Role Dimensions

• The role is not authorized for any approvals outside of system allotted entitlements

Qualifications

• Minimum Graduation or as required for the role, whichever is higher
• Must be proficient language(s) required by the process
• Open to working flexible shifting schedules
• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Takes pride in delivering what is promised in line with the customer and service expectations
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialised applications
• Excellent communication skills and is polite and friendly at all times
• Displays patience and empathy

Additional Notes :

• Familiarity with AI-enabled tools is an advantage.
• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

You’ll achieve more at HSBC.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hongkong and Shanghai Banking Corporation Limited, India