Global Support Executive

HSBC; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Job summary

HSBC is seeking a night-shift Processing Associate in Kuala Lumpur to deliver high quality processing services within SLAs. You will resolve customer inquiries professionally, update knowledge on procedures, and maintain strong client rapport, while meeting monthly targets and adhering to internal controls.

Experience in foreign exchange or money markets is favorable. A post-graduate diploma/degree in accounting/finance/management is preferred, and flexible hours are required to cover

Qualifications

• Fluent in English (spoken and written).
• Ability to learn quickly and transfer knowledge.
• Comfort with analyzing numeric data.
• Basic computer knowledge required.

Responsibilities

• Provide high quality processing service within SLAs.
• Resolve customer inquiries professionally and maintain rapport.
• Update knowledge on procedures and adhere to standards.
• Complete tasks independently within set timeframes.

Skills

English fluency

Rapport building

Data interpretation

Basic computer skills

Shift flexibility

Multi-tasking

Focus under heavy data

Customer service mindset

Job description

Why join us?

Markets and Securities Services is committed to building collaborative teams of creative and talented individuals, and the company welcomes applications of interest from creative and motivated global talent.

Why join us?

Markets and Securities Services is committed to building collaborative teams of creative and talented individuals, and the company welcomes applications of interest from creative and motivated global talent.

Derivatives Services vision is to deliver innovative solutions for our clients, real front to back focus and efficient market leading solutions for today and tomorrow.

What You’ll Do

General Processing:

• To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLAs.
• Responsible for rapport building and resolving customer inquiries in a professional manner.
• Acquire and update knowledge on procedures related to processes.
• Process work as requested by line management / customer. Ensure that work is completed in accordance with established procedures and standards.
• Work well independently, complete assigned tasks within established timeframe, and complete regular assignments without reminders or additional requests.
• Work productively and professionally. Demonstrate ways to improve customer service and increase productivity.
• Participating in team meetings and activities promotes team spirit.
• To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators, accompanied by the appropriate internal control standards relevant to the role.
• To implement the Group Compliance Policy, as applicable to the role.

Customers/ Stakeholders

• Ensure all client queries and escalations are attended to in a timely and efficient manner.
• Customer issues are handled sensitively, receive full consideration and situations are resolved effectively retaining goodwill of customer.
• Client issues are proactively identified, resolved, escalated and appropriate measures are taken to improve quality and prevent recurrence.
• Customers are kept fully informed of any progress.
• Enhance systems and business knowledge relating to customers / processes and cascade to teams.
• Take full ownership of process performance and ensure all monthly PLAs are met.
• Ensure structured training plans are followed through for all new joiners.
• Continuously analyze the product, process and system knowledge of each team members to prevent dilution of knowledge within the team.

Knowledge

What you will need to succeed in the role:

• Working hours will be Night Shift ie ; 4.30pm – 2.30am MYT -EST- (UK hours)
• Experience in Foreign Exchange & Money Market would be an advantage.
• A post-graduate diploma /degree in accounting/finance/management/business administration. Higher qualification not a bar provided aspirations commensurate with the position.

Experience

• Work experience in Treasury is preferred though not necessary. Experience not a bar provided aspirations commensurate with the position

Skills

• Ability to speak and understand English fluently.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Minimum, basic computer knowledge
• Flexibility to work shifts.
• Ability to build rapport with and relate to a wide range of people.
• Ability to maintain focus while working with voluminous data.
• Ability to multitask
• Committed to equal employment opportunities.

What additional skills will be good to have?

• Ability to maintain focus while working with voluminous data
• Ability to multitask
• Committed to equal employment opportunities