Job Description

Job description

Opening up a world of opportunity.

We\'re a financial services organization serving more than 39 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We\xe2\x80\x99re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

About the role

To provide operational and administrative support and quality standards to the Personal Financial Services business. The successful candidate will be making outbound and inbound calls from HSBC external clients and internal clients in regards to clients account opening applications. Overall nature of work is of low to moderate complexity.

Responsibilities:

• Exceeds expectations in terms of speed, certainty and efficiency of response.
• Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.
• Act as second level escalation for handling more complex issues as well as a referral point for signing authority and approvals.
• Maintain superior and courteous service to internal and external contacts.
• Ensure branch or work area is maintained in accordance with HSBC standards.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.
• Provide guidance to Operations Risk and Administration Associates, Personal Bankers and Premium Bankers.
• Participates in quality, regulatory and compliance training in order to meet performance targets.
• Promotes an environment that supports diversity.
• Demonstrates Group capabilities.
• Promote an environment that supports diversity and reflects the HSBC brand.
• Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
• Complete other responsibilities, as assigned.

Requirements

• Minimum 6-month experience in customer service.
• Strong communication skills in English and Mandarin or Cantonese.
• Team player and development minded.
• Strong customer service and interpersonal skills.
• Ability to learn and operate new software and technology.
• Detailed orientated with good time management and organizational skills.
• Ability to multi-task.
• Knowledge of HSBC\xe2\x80\x99s products and services.
• Knowledge of HSBC\xe2\x80\x99s policies, practices, and procedures.
• Previous customer service / banking industry experience an asset.
• Ability to handle large volumes, tight turnarounds and multiple deadlines.
• Some experience with conflict resolution required.
• Ability to work independently.

HSBC Proud

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.

We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox ( ) with any additional inquiries or for support and reasonable accommodations during the selection process.

If this is not the ideal role for you, we invite you to so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.

HSBC