HSBC Group

Why join us?

UOD team handles overdrawn accounts (caused by transactions such as Autopay, Issuance of Cheques, Standing Instruction, Insurance and Credit Card payments) and decides on whether to approve or reject the transactions based on policies and procedures set by BPs. The process also involves handling the items with unauthorized overdraft status between 40 - 46 days by performing fund transfer (Set Off) and close account (Write Off).

What you’ll do:

• The role involves taking actions on customer’s accounts / processing customer’s requests following the procedures given for a particular work stream/process.
• To work closely with respective line manager to achieve all business goals.
• It requires high level of concentration and focus to be able to perform in a challenging environment within specific timelines.
• Process accurately with the required productivity.
• Problem situations are proactively resolved and escalated to ensure maximum customer satisfaction. To adhere to all quality control measures to prevent reoccurrence
• To be proactive and ensure that all process related updates and cascades are clearly understood
• To perform relative incoming /outgoing calls based on task assigned in accordance to Calling queue/ Phone Verification Matrix.
• Provide excellent customer service to internal/external customer by maintaining good call quality in accordance to Call Monitoring/ Call Coaching standards.

What you will need to succeed in the role:

• To perform approver and checker’s role in accordance to the assigned level of approval.

• Ensure that the Quality levels are achieved as per the standards and targets set forth for the process
• To identify error for the executives and ensure the items are corrected as per procedures.
• To assist Assistant Manager Operations (AMO) on validation of external errors and ensuring the feedback forms are acknowledged by the staff. Process Checker will also needs to coordinate and conduct Quality Checking as per process requirement
• To assist AMO in monitoring volume of items to be completed for ensuring adherence to PLA
• Process Checker can also be accredited as Process Specialist. Who may have the responsibility to conduct classroom/ personal training, preparing training material and hands-on training for new user or conducting refresher classes should there is a need to conduct one. Process Specialist may need to handle escalation case/ call from internal/external customers and assist in resolution of procedural queries

What additional skills will be good to have?

• Ability to speak, read and understand Cantonese, Mandarin and English fluently.
• Good Telephonic conversational skills (Process Specific)
• Ability to write Business letters, e-mails and reports.
• Ability to learn quickly and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Basic computer knowledge and good keyboard skills.
• Ability to build rapport with and relate to a wide range of people.
• Ability to maintain focus while working with voluminous data.
• Ability to Multi Task and Flexibility to work shifts language capability as required by the process