CC Voice Inbound Agent

HSBC; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a High Value Agent, where you will engage with clients to enhance banking relationships. This dynamic role focuses on onboarding new customers and deepening existing ones through tailored solutions. You will leverage your extensive knowledge of banking products to provide exceptional service and support while navigating compliance and operational standards. If you thrive in a customer-centric environment and are passionate about building lasting relationships, this opportunity offers a platform to make a significant impact in the financial sector.

Qualifications

• Extensive knowledge of banking products and services is essential.
• Ability to identify customer needs and provide solutions.

Responsibilities

• Onboard and activate new customers while retaining existing ones.
• Deliver excellent customer experience and identify upsell opportunities.

Skills

Customer Relationship Management

Sales Skills

Banking Product Knowledge

Communication Skills

Compliance Knowledge

Education

Bachelor's Degree in Finance or Business

Tools

CRM Software

Job description

Why join us?

• The High Value Agent is a customer/client-facing role based in a contact centre environment, tasked with generating revenue by growing and deepening our banking relationships through managing a portfolio of customers/clients. This role involves ownership of multiple stages of the transaction/lifecycle.
• The role holder is responsible for developing and retaining relationships and will work with the broader Wealth and Premier Banking (WPB) network and direct teams to ensure achievement of business performance measures and plans (as defined by WPB).
• This will be achieved by actively helping customers with their needs, identifying and providing needs-based solutions, or referring to other business units where appropriate, while encouraging primary banking relationships with HSBC.
• Building ongoing relationships based on value and service is critical to success in this role. To deliver high-quality service, the role holder must demonstrate extensive knowledge of banking products and services across retail banking.
• In delivering business objectives, this role must also maintain the operational integrity levels required by HSBC Group.

What you’ll do:

• Responsible for onboarding and activating new customers/clients via referrals from various channels, and retaining existing customers through regular reviews using available tools. This includes identifying customer needs and referring to appropriate channels when necessary.
• Deliver a consistent, excellent customer experience and encourage the use of digital channels where appropriate.
• Identify customer needs and cross/upsell opportunities to deepen relationships and build trust.
• Engage in simple and material risk product sales, following HSBC’s prescribed sales process and regulatory requirements.
• Acquire comprehensive knowledge of various products and segments to provide a one-stop service to customers.
• Work in a load balancing model across teams and channels (inbound/outbound, phone/chat) to enhance efficiency and flexibility.
• Maintain good English skills to support customers with different language backgrounds.
• Comply with local regulations, including strategy, sales processes, client correspondence, promotions, administration, and complaint handling.
• Adhere to all relevant Group Compliance Policies and internal controls.
• Contribute to HSBC by maintaining market-leading standards and controls.
• Operate within the approved strategic plan to develop the WPB business.
• Maintain and observe HSBC internal control standards, implement recommendations from audits and regulators.
• Foster a compliance culture and manage compliance risks in liaison with compliance officers, ensuring adequate resources and training, and maintaining good relations with regulators.