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?re 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 As a Collections Agent, you play a crucial part in our customer?s banking experience. You are part of a team that rotates shifts to accommodate business needs. Shifts vary between 9 am and 9 pm EST from Mondays to Thursdays and Friday from 9 am ? 6pm EST. These can be done flexibly through a hybrid working model (home and office) allowing you to balance work and life. You will be supported through quality, regulatory, and compliance training to help you meet the team?s performance targets.
Responsibilities:

• Identify and understand basic customer needs to provide assistance and resolve issues quickly and efficiently via telephone
• Responsible for collecting in various stages of delinquency
• Takes Canada Wide inbound and Outbound calls via an automated dialer system
• Negotiates acceptable payment arrangement with customers
• Be a first level escalation point for handling customer issues
• Build and maintain positive relationships with customers by providing efficient and professional customer service
• Deliver fair outcomes through orderly and transparent operation of financial markets
• Promote a team environment that supports diversity and reflects the HSBC brand
• Provide operational and administrative support to the Personal Financial Services business.
• Safeguard the bank by identifying and effectively addressing topics including Money Laundering, terrorist financing, sanctions, complaint handling, and reputational risks
• Be a Brand Ambassador for HSBC Bank Canada, delivering exceptional customer experiences

Requirements

• 6 months of Customer Service experience or equivalent
• Effective skills in Microsoft Office
• Effective communication and customer service skills
• Excellent interpersonal skills to support the building of strong and diverse relationships
• Proven effective time management and organizational skills that
• The language requirements for this position include French and English. The latter language is required to support inbound customer calls 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.