Bilingual Customer Experience Contact Center Agent

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Bilingual Customer Experience Contact Center Agent.

Role purpose:

The team will handle inbound Spanish language telephone service and sales inquiries for Jade & Premier clients for the following HSBC Bank USA, N.A. products / services:

• Deposit
• Credit Card
• Select Credit
• ATM / Debit Card
• Online Banking (inclusive of token queries)
• Installment Loan
• Security Services

The Bilingual Premier Direct Banking Specialist is trained to handle inbound calls from internal and external customers across multiple products and propositions. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors peers to achieve the same. 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 targets and /or sales goals whilst maintaining quality and compliance.

Principal accountabilities:

• Answer inbound telephone inquiries from new potential customers and provide the required information as outlined in the guidelines set by Service Recipient in the relevant policies and procedures for the region and service.
• Respond to and fulfill existing customer service and account queries and shall record the query and outcome, including any account updates, on the relevant system.
• Recommend products and services to meet customers’ needs based upon the relevant policies and procedures for the region and service set by the Service Recipient.
• Refer queries that cannot be resolved on the initial phone call to the relevant department, either by transferring the phone call directly or by using internal messaging systems to prompt a customer call-back from the relevant department, based upon the relevant policies and procedures for the region and service set by the Service Recipient.
• Document customer complaints in the relevant system based upon relevant policies and procedures for the region and service set by the Service Recipient. Escalate complaints where required, in accordance with the Service Recipient’s local complaint escalation procedures.
• Monitor customer interactions for quality and policy/procedure adherence