US CONTACT CENTER PREMIER SPECIALIST

HSBC; Buffalo (NY); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Wellness Hub

Volunteerism policy

Matching gift program

Sustainability initiatives

Inclusive work environment

Job summary

HSBC Holdings plc in Buffalo is seeking an US Contact Center Premier Specialist to deliver expert service across chat channels for Premier and Private Bank clients. You will resolve inquiries at first contact, navigate to solutions, and protect customers and the bank by adhering to regulations.

This role requires a high school diploma, a customer-centric mindset, excellent communication, and the ability to thrive in a high-volume environment.

Qualifications

• Customer centric and able to thrive in a team environment seeking feedback and growth.
• Work in a high-volume, fast-paced environment with attention to detail.
• Proficiency with personal computers and basic software packages.
• Strong communication skills and teamwork abilities.

Responsibilities

• Provide high quality service to achieve customer satisfaction by resolving queries at first contact where possible.
• Navigate customers to appropriate resolutions in a timely manner, maintaining accuracy.
• Follow chat procedures, take ownership, perform research and route to the correct department when needed.
• Maintain knowledge of regulations to identify risk or fraudulent activity and protect customers and the bank.
• Handle multiple banking products including credit cards, internet banking, and deposits.

Skills

Customer centric

Team player

Excellent communication skills

Computer proficiency

Education

Minimum of high school diploma or General Educational Development Test

Job description

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

US Contact Center Premier Specialists are responsible for providing expert service support in all of our chat channels. Representatives service our Premier and Private Bank clients in a fast-paced environment on a wide variety of topics from International and domestic account opening support, digital navigation, unsecured lending guidance, payment expertise and deposit servicing. As Conversational Banking is the strategic service channel of the bank and continues to grow receiving a larger amount of the Contact Center volume it is imperative the channel is staffed correctly, or customers will choose another less efficient channel. The staffing of the team is vital given the Contact Center is assigned as the Relationship Manager for the majority of IWPB clients.

As Our US Contact Center Premier Specialist, You Will

• Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible
• Maintain attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
• Adhere to chat procedures and guidelines, takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution
• Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank
• Handle multiple banking products (credit card, internet banking, deposits)
• Generate customer loyalty through strong knowledge of key products and services
• Be responsible for achieving individual targets and goals within a team-based environment
• Act as a role model for our Group values and behaviors (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
• Value diversity, inclusion and collaboration amongst team and different departments, and acts as a mentor to assist new joiners as required

Qualifications

• Minimum of high school diploma or General Educational Development Test
• Customer centric and have the ability to thrive in a team environment seeking feedback and open to development
• Take pride in delivering what is promised in line with the customer and service expectations
• Ability to work in a high-volume, fast paced environment
• Proficiency with personal computers and basic software packages
• Excellent communication skills, as well as be a team player

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.