Client Services Associate
Posted on :
04-12-2024
Employer Active
1 Vacancy
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Job Description
- Receive/make calls from/to customers (internal/ external) in rotational shifts.
- Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked.
- Act effectively on all customer feedback.
- Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
- Respond to mails/queries related to process timely with a cc to the Line Manager & ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made.
- Ensure that the productivity and quality levels are achieved as per the standards sent for the process & proactively identify issues, if any, and escalate & provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
- Defuse irate customers and resolve challenging inquiries utilising negotiation skills while following guidelines in an effort to satisfy the customer & demonstrate knowledge of features, benefits and procedures and take initiative to review daily process updates for defect free implementation.
- To maintain HSBC internal and external control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators & Issues/problems are effectively investigated and resolved or appropriately referred with recommendations.
Employment Type
Full-time
Company Industry
Department / Functional Area
Key Skills
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