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. Overall nature of work is of low to moderate complexity. Availability: This role is permanent full time with 37.5 hours per week and the candidate must be flexible to be scheduled between Monday Friday 8am to 8pm.
Responsibilities:

• Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.
• Maintain superior and courteous service to internal and external contacts.
• Ensure 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

• Must have at least 1 year in customer service and contact center experience.
• Must have completed or be able to pass the CSC (Canadian Securities Course) and the CPH (Conduct and Practices Handbook Course).
• Availability to be scheduled between Monday Friday 8am to 8pm.
• Team player, strong communication, 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, handle large volumes, tight turnarounds, multiple deadlines and to work independently.
• Some experience with conflict resolution required.
• The language requirements for this position include French , English and Mandarin. The latter language is required to support customer\xe2\x80\x99s with a Canada-wide remit and connect with support teams globally, as described in this job posting and in compliance with Bill 96.

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 (careers@hsbc.ca) 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 sign up here to our Talent Community 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.