Key Accountabilities:

• Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.
• Provide excellent client management support, improve client engagement and resolve the majority of client enquires at the first point of contact.
• Receive/make calls/Emails from/to customers (internal/ external).
• Act effectively on all customer feedback.
• Ensure that the customer issues / problems are effectively investigated and resolved.
• Provide HSBCnet training sessions via webex.
• 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.
• Exceeds expectations of internal and external customers.
• Manages day to day process related activities for self.
• Work productively, professionally and demonstrate ways to improve customer service.
• Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas.
• Ensures swift and clear communication to the stakeholder.
• Fosters development of co-workers.
• Acquire and update knowledge on procedures related to relevant processes.
• Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
• Instructions/requests to be correctly interpreted understood and implemented.
• Ensure that the process related procedures are implemented as per the process manuals.
• Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.

Requirements:

• Fluent in English and French.
• Exceptional Client focus and orientation.
• Interpersonal, verbal and written communication skills.
• Ability to communicate efficiently with local and global teams.
• Excellent organizational and time management skills.
• Ability to multi-task, depending on the criticality of the tasks.
• Enthusiastic team player, capable of demonstrating initiative, self-motivation and willingness to learn.
• Comprehensive knowledge of the banks clearing systems would be desirable but not required.
• Previous technical helpdesk experience preferred but not required.
• Experience and proficiency with web-based technologies.

We offer:

• Stable job in professional team.
• Car parking few minutes away from the office.
• Relax room (with massage chairs and area for yoga/stretch).
• Bicycle racks in the underground garage and around the office; showers dedicated to cyclists.
• Game room (with Xbox, PS consoles and foosball table).
• Fresh fruit on the floor and good coffee in the kitchen.
• Private health care (different options – from basic to VIP), employees’ benefits: private life insurance, multisport.