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. Overall nature of work is of low to moderate complexity.

Responsibilities:

• Provide high quality service to achieve maximum customer satisfactions by resolving the customer query at first contact where possible. Maintains attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner.
• Adhere to call procedures and guidelines.
• Identify and understand customers\xe2\x80\x99 needs, offer suitable solutions and deliver fair outcomes to customers, and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Take ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution.
• Work in a high volume fast paced environment, with opportunities to work with many different departments and networks based on business needs.
• Maintain working knowledge of regulations to identify risk or fraudulent activity in order to protect both the customer and the bank.
• Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.
• Ensure branch or work area is maintained in accordance with HSBC standards.
• Promote an environment that supports diversity and reflects the HSBC brand.
• Full time Contact Center environment only (non face to face). Hybrid work model with shift work schedule. Contact Center hours of operation are currently 6:00AM \xe2\x80\x93 6:00PM PT, 8 hour shifts starting from 6:00AM PT. Office hours may be subject to change depending on business needs.
• Primary responsibilities include but not limited to managing phone lines, processing Mutual Fund trades and applications.
• Complete other responsibilities, as assigned.

Requirements

• Must be fully bilingual in English and French.
• At least 1-year experience with investment knowledge of products within a financial institution.
• Professional appearance and attitude.
• Team player and development minded.
• Ability to learn and operate new software and technology.
• Detailed orientated with good time management and organizational skills.
• Ability to multi-task.
• 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.
• Mutual Fund licensing required via completion of: Investment Funds in Canada course; Canadian Investment Funds course; or Canadian Securities course, and Mutual Fund Skills Builders course.
• Leadership experience would be an asset.

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