Job description

SOME CAREERS SHINE BRIGHTER THAN OTHERS.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further
HSBC International Wealth and Premier Banking (IWPB)
We help customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to support individuals, families, business owners, investors and entrepreneurs around the world..
We are currently seeking an ambitious individual to join our IWPB team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:

• Support the frontline team to in handling queries and complaints raised on CMS. Work closely with the team and stakeholders to ensure all cases are resolved in a timely manner and FCR (First Contact Resolution) target is achieved daily. Ensure timely and effective follow up on ongoing investigations, customer instructions, queries, and complaints.
• Conduct quality check on CMS to ensure all CMSs are updated as per complaints handling policies. Ensure ’No Fail’ is recorded by CE team during Sales Quality or related checks.
• Continuously analyze customer feedback via CMS, QR codes and any other channels, and take initiatives to improve the quality of service provided across all frontline channels. Suggest strategies and streamline processes to enhance customer experience.
• Conduct a fair analysis on the root cause of all staff complaints. Validate such complaints and work closely with Customer Experience team. Conduct regular feedback and training sessions with the frontline team to improve staff efficiency and knowledge; based on analysis conducted of staff complaints.
• Tracking of buyout cases for and work closely with the frontline team on timely receipt of documents from other banks. Communicate directly with customers and related stakeholders to regular follow up for pending documents.
• Liaison with stakeholders and collective approach to resolve any issues. Build and maintain a healthy relationship with all stakeholders.
• Assisting frontline team with all payment and transfer of funds related queries and complaints. Coordinate with customer, stakeholders to ensure customer’s issue is resolved
• Discrepancy reduction and supporting all frontline staff for timely resolution of discrepancies. Monthly monitoring and investigation of cases reported in the Input Quality master tracker to ensure fair RIF impact
• Experience of handling & serving customers via email, phone line and face to face meetings when required.

Requirements

KNOWLEDGE / EXPERIENCE

• Graduation degree is a must – to secure a UAE Visa and Work Permit
• Experience of successfully handling customers via email, phone line and face to face meetings
• Knowledge of operating systems HUB, SFE, GWIS, CMS, AAPs, IQueue is a must
• Excellent command in spoken in written English
• Customer centric and ready to go an extra mile to provide best in class service to clients
  You’ll achieve more at HSBC.
  www.hsbc.com/careers
  HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.
  We believe diversity brings benefits for our customers, our business and our people. Different ideas and perspectives help us innovate, manage risk and grow the business in a sustainable way. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
  Issued by The Hong Kong and Shanghai Banking Corporation Limited.

In this role, you will:

• Support the frontline team to in handling queries and complaints raised on CMS. Work closely with the team and stakeholders to ensure all cases are resolved in a timely manner and FCR (First Contact Resolution) target is achieved daily. Ensure timely and effective follow up on ongoing investigations, customer instructions, queries, and complaints.
• Conduct quality check on CMS to ensure all CMSs are updated as per complaints handling policies. Ensure ’No Fail’ is recorded by CE team during Sales Quality or related checks.
• Continuously analyze customer feedback via CMS, QR codes and any other channels, and take initiatives to improve the quality of service provided across all frontline channels. Suggest strategies and streamline processes to enhance customer experience.
• Conduct a fair analysis on the root cause of all staff complaints. Validate such complaints and work closely with Customer Experience team. Conduct regular feedback and training sessions with the frontline team to improve staff efficiency and knowledge; based on analysis conducted of staff complaints.
• Tracking of buyout cases for and work closely with the frontline team on timely receipt of documents from other banks. Communicate directly with customers and related stakeholders to regular follow up for pending documents.
• Liaison with stakeholders and collective approach to resolve any issues. Build and maintain a healthy relationship with all stakeholders.
• Assisting frontline team with all payment and transfer of funds related queries and complaints. Coordinate with customer, stakeholders to ensure customer’s issue is resolved
• Discrepancy reduction and supporting all frontline staff for timely resolution of discrepancies. Monthly monitoring and investigation of cases reported in the Input Quality master tracker to ensure fair RIF impact
• Experience of handling & serving customers via email, phone line and face to face meetings when required