High-Value Banking Support Lead — SME & Coaching

HSBC Holdings plc; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

HSBC Holdings plc in Malaysia seeks a High Value Agent to serve as SME and first contact for floor support across Voice and Conversational Banking. You will guide agents in real-time, handle referrals, and support investigations to ensure service excellence.

You will monitor queues, provide coverage, coach new hires, and work with managers to improve processes while maintaining regulatory compliance and a high performing culture.

Qualifications

• Proficient in English, Traditional Chinese, and Simplified Chinese.
• Flexible shifting schedules.
• Strong analytical and problem-solving skills.
• Team player with customer-centric mindset.
• Able to work in a high-volume, fast-paced environment.
• Proficiency with PCs and basic software.

Responsibilities

• Serve as SME and first contact for floor support across Voice and Conversational Banking.
• Monitor queues and coordinate immediate operational actions.
• Provide Team Manager coverage during meetings, leave, or other absences.
• Review complex customer cases and advise agents before escalation.
• Support complaint investigations by gathering facts and reviewing interactions.
• Perform trend analysis on referrals, complaints, quality findings, and metrics.
• Deliver floor coaching and knowledge refreshers to teams.
• Onboard and buddy new hires until proficient.
• Undertake simple Material Risk product sales where regulation permits.

Skills

English proficiency

Chinese proficiency

Communication skills

Analytical thinking

Problem solving

Team work

Customer-centric

PSDM

Coaching

Adaptability

Job description

HSBC Holdings plc in Malaysia seeks a High Value Agent to serve as SME and first contact for floor support across Voice and Conversational Banking. You will guide agents in real-time, handle referrals, and support investigations to ensure service excellence.

You will monitor queues, provide coverage, coach new hires, and work with managers to improve processes while maintaining regulatory compliance and a high performing culture.