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Business: GLCM Digital Operation
Open positions: 1
Role Title: Customer Service Executive (Non-Voice based processes)-GSC's
Global Career Band: 8
Location: Bangalore
Recruiter Name: Jaisey Joseph
Why join us?
Our Global Service Centres are an integral part of Global Operations. Employees based there manage day-to-day customer transactions and processes for the global businesses. This may include transactions for our retail bank such as processing loans, credit cards, insurance and mortgage applications, opening new accounts, and managing customer enquiries through contact centres and digital platforms.
Employees in the Global Service Centres also run and manage operations for commercial bank customers. This includes processing credit applications, facilitating payments and managing the import and export transactions that enable customers to protect and grow their businesses through international trade.
The Opportunity:
- Acquire and update knowledge on procedures related to relevant process.
- Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.
- Complete assigned tasks in the established timeframe as per the process benchmarks.
- Ensure that the productivity and quality levels are achieved as per the standards sent for the process.
- Proactively identify issues, if any, and escalate.
- Work productively, professionally and demonstrate ways to improve customer service.
- Assist line manager/supervisor with managing day-to-day operations and support peers on process if needed.
- Participate in team meeting / team activities and work towards sustaining team spirit
- 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.
What you’ll do:
- 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.
- Issues/problems are effectively investigated and resolved or appropriately referred with recommendations
- Acquire and update knowledge on procedures related to relevant processes
- Maintain equipment, systems and general work environment in good condition, adhering to all appropriate procedures.
- All data requirements (timesheets, leave requests, absence requests and ad hoc process information) is completed and updated in a timely manner
Management of Risk
- To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department.
- The term compliance embraces all relevant laws, rules and codes with which the business has to
