HSBC Group

Role Purpose (overall high level summary of the role)

Handling enquiries from HSBC Bermuda customers in a shift rotational pattern.   Responsible for relationship building while resolving customer enquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. Is responsible for achieving individual targets and/or sales goals whilst maintaining quality and compliance.  

Principal Accountabilities

Key activities and decision making areas

Weighting
%

• Impact on the Business

• Ability to process customer queries as per process requirement
• Ability to provide First Contact Resolution to the customer
• To meet all the PLA/KPI target & stretch target
• To ensure self-attendance is below 4% in providing resource to the business

40%

• Customers  (External/ Internal)

• Ability to provide a good customer service experience to all external & Internal customers through exceeding the monthly call coaching score of 80% and above
• Complying to the HSBC Core Standard Behavior
• Minimize complaints/ Losses and increase compliments
• Achieve/Exceed customer satisfaction score through the Quarterly Global Review Score

30%

• Leadership & Team work

• Take ownership in self’s performance by working on the AODS through the One To One/Coaching feedbacks
• Participation in the process improvement activities or centre wide activities (NEXT GEN, SMILE)

20%

• Operational Effectiveness & Control

• Comply to the VQ Matrix and reduce operational loss if any
• Keep abreast on the procedural changes to avoid  procedural breach
• Minimize error and reworks within specified time
• Adhere to Real Time Adherence

10%

Observation of Internal Controls (GHR / FIM requirements)

To maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators

Major Challenges (The challenges inherent in the role that require a continual test of the role holder’s abilities)

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified SLA’s. Responsible for relationship building and resolving customer inquiries in a professional manner.

Role Context (The environment and operating conditions of the role including the extent of guidance and authority)

• Acquire and update knowledge on procedures related to relevant processes.
• Process work as requested by line manager/customer
• Ensure that work is completed in accordance with established procedures and standards
• Works productively and professionally in enhancing customer service and leads.

Education / Relevant Experience / Other Qualifications (e.g. Knowledge, Skills, Professional Qualifications required)
(For the role – not the role holder.  Minimum requirements of the role)

Demonstrated abilities in an international call centre and / or phone sales experience preferred, but not required.  Must have the proven ability to maintain a high level of productivity, while complying with departmental quality standards. Excellent English communication skills required. Computer literate, Excellent negotiation skills required, Business math skills, along with the ability to work in a high-volume, fast-paced environment also required. Flexibility to work shifting schedules as required by the Business Area, Minimum high school diploma and should be of legal age.