Customer Support Specialists - Particularly Vulnerable Customers

at  HSBC

Job description
A career where you really can make a difference to someone’s life.
When our customers face financial difficulty, we want to ensure we can help them every step of the way to plan for their future. And, when they have particularly vulnerable circumstances, they will need more ongoing support than others.
This is where your empathy, friendly nature and inclusive approach comes in as you help some of our most vulnerable customers navigate a solution that helps to improve their financial health whilst they are facing complexities connected to vulnerabilities.
As well as being a confident communicator you’ll need to be an exceptional listener with an appreciation of the issues people can face in their daily lives. This is a role where you will need to combine compassion with a level-headed approach, and it will be a great feeling knowing you have really helped someone. This is a great way to progress your career within FST while continuing to support customers directly.

You will:

• Regularly engage with Particularly Vulnerable Customers regarding multiple cross brand products and corresponding with them via their channel of choice, tailoring your approach to meet the customer’s bespoke needs and having the opportunity to become a specialist in certain vulnerabilities.
• Own the end-to-end interaction with the customer, which would span from the first point of contact through to administrative activities and outbound communications.
• Always treat customers fairly and put them at the heart of all that you do by listening to them and asking appropriate questions to build a full understanding of their circumstances and tailoring a solution or taking actions which will deliver good outcomes every time.
• Be confident, outgoing, and resilient and able to quickly establish rapport with our customers to build lasting and trusting relationships.
• Act with integrity, offering flexibility in financial solutions and communications and be confident in making decisions outside of policy and procedures.
• Have the ability to persevere in challenging situations, being able to work independently and as part of a team.

Requirements

You should have:

• Excellent communication and negotiation skills, with the ability to connect with our customers to fully understand their needs.
• The resilience and confidence to manage challenging conversations, whilst monitoring the well-being of the customer.
• The ability to solve practical problems, ask questions, and collect information to provide customer-centric solutions.
• A high level of self-motivation and a positive attitude as well as the confidence to act with courageous integrity, providing support and solutions that may fall outside of policy and procedural adherence.
• The skills to use multiple systems to explore and meet your customer’s needs and bespoke requirements.

What you get in return:
We are fortunate to have teams across HSBC and First Direct who assist customers with their secured and unsecured products. This means there is the flexibility and opportunity to increase your skillset by transferring your skills into different areas. We will provide you with all the training and development you require to be successful through a comprehensive blended learning approach. There may be a requirement for you to travel during the delivery of our training courses and to work full time hours in an office location throughout the period of learning.
We are a flexible department that is open to supporting our colleagues with a good work/life balance. Our full-time colleagues will have rotational shifts covering Monday to Friday 8AM to 6PM including Saturday working 8AM to 4PM working 35 hours per week. Key Time colleagues will be expected to commit to 21 hours within the operating window and accommodate shifts which have a balance of early shifts and late shifts/ Saturdays.
This role is based in Birmingham.
HSBC | Opening up a world of opportunity.
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.
We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.
If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500.

Please refer the Job description for details