HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in the Canada, with assets of US$2,522bn as at 31 December, 2017. HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa
We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.
It’s this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.
About Retail Banking & Wealth Management
Retail Banking and Wealth Management serves millions of customers worldwide, helping them manage their day – to day finances and save for the future. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division. We are committed to building long-term relationships with our customers, offering products and services to help them reach their goals and aspirations. We continue to exponentially grow our market share in Canada year on year.
Key Objectives for Contact Centre Service & Sales Representative:
Handling customer contacts (inbound, outbound or PIB– as assigned) in a contact centre environment typically on multiple products and or propositions. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual Key Performance Indicators whilst maintaining quality and compliance.
Anticipate and understand customer needs in order to provide advanced sales and customer service and complete transactions with speed, efficiency and certainty.
Maintain superior and courteous service to promote products and expand customer relationships.
Exceed customer expectations in terms of speed, efficiency, certainty and professionalism.
Ensure work area is maintained in accordance with HSBC standards.
Provides excellent customer service to complex customer calls by keeping up to date on training and internal communications
Certified to handle multiple propositions (i.e. Advance, Premier, Insurance) or multiple products (i.e. Loans, Mortgage, Core Banking, Cards)
Generates customer loyalty through strong knowledge of key products and services
Owns and resolves issues and understands how and when to escalate
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
Work as part of an integrated branch and multi channel team proactively supporting colleagues within the Contact Centre and the branch network. .
Position actively participates and assists with all Bank promotional programs, sales targets and direct marketing initiatives.
Participates in business development programs within area of specialty to enhance product knowledge, cross selling skills and relationship management skills.
Actively refers customers to other areas of HSBC where appropriate.
Demonstrate Group capabilities.
Acts as a role model for our Group Values and behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
Values diversity amongst team
Promote an environment that supports diversity and reflects the HSBC brand.
Maintains HSBC internal control standards
Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centres
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.
Knowledge & Experience / Qualifications:
Secondary school graduation.
At least 2 years of experience in banking or related industry in a customer service / client facing role.
Mutual Fund Licensing. Requires Completion of:
Investment Funds in Canada Course; or Canadian Investment Funds Course; or Canadian Securities Course; and
Mutual Fund Skills Builders Course
Completion of HSBC Way of Selling.
Completion of basic HSBC Premier training.
Career minded team player.
Proven ability to sell and meet set sales / performance targets.
Advanced communication and customer service skills.
Willingness to be mobile in local community.
Strong interpersonal skills to support the building of strong relationships with diverse groups of people.
University / College degree preferred.
Knowledge of HSBC’s products and services.
Knowledge of HSBC’s policies, practices, and procedures within own area.
Excellent analytical and critical thinking ability.
Competent in conflict resolution.
Understands / speaks second language is an asset.
In 2017, HSBC Bank Canada was named one of the Best 50 Corporate Citizens by Corporate Knights magazine, in addition to The World’s Best Bank by Euromoney Magazine in its annual Awards for Excellence.
Join HSBC, and benefit from the following:
Career Development: Within your current role, as well as Canadian and international opportunities
Company Reputation: Offering prestige, strength, and longevity
Business Growth: Underpinned by our drive, and the highest banking standards
International Connectivity and impact: Build global relationships and be a part of international initiatives
A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make
Job Field : Customer Service
Primary Location : North America-Canada-British Columbia-Vancouver
Schedule : Full-time Shift : Day Job
Type of Vacancy : Region Vacancy
Job Posting : Oct 3, 2018, 10:16:28 AM Unposting Date : Oct 17, 2018, 11:59:00 PM
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