US Contact Center Premier Specialist
HSBC is a global bank committed to opening up a world of opportunity. They are seeking a US Contact Center Premier Specialist to provide expert service support in chat channels for Premier and Private Bank clients, ensuring customer satisfaction and effective resolution of queries.
Responsibilities
- Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible
- Maintain attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
- Adhere to chat procedures and guidelines, takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution
- Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank
- Handle multiple banking products (credit card, internet banking, deposits)
- Generate customer loyalty through strong knowledge of key products and services
- Be responsible for achieving individual targets and goals within a team-based environment
- Act as a role model for our Group values and behaviors (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
- Value diversity, inclusion and collaboration amongst the team and different departments, and acts as a mentor to assist new joiners as required
Skills
- Minimum of high school diploma or General Educational Development Test
- Customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Take pride in delivering what is promised in line with the customer and service expectations
- Ability to work in a high-volume, fast paced environment
- Proficiency with personal computers and basic software packages
- Excellent communication skills, as well as be a team player
Benefits
- Wellness Hub
- Industry-leading volunteerism policy
- Generous matching gift program
- Comprehensive program of immersive Sustainability and Climate Change Initiatives
- Employee Resource Groups
Company Overview