US Contact Center Premier Specialist

HSBC is a global bank committed to providing excellent service to its clients. They are seeking a US Contact Center Premier Specialist to provide expert service support across various chat channels, ensuring customer satisfaction and resolving queries effectively.

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
• 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
• Values diversity, inclusion and collaboration amongst 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

• Robust Wellness Hub
• Industry-leading volunteerism policy
• Generous matching gift program
• Comprehensive program of immersive Sustainability and Climate Change Initiatives
• Employee Resource Groups

Company Overview