Customer Service

Descripción - ExternaCustomer Service**Objective**:Increase client satisfaction by improving service quality & ownership of the day-to-day service relationship.Increase Transaction Services processing productivity by removing client contact responsibilities.Increase sales capacity by connecting clients directly to Client Services, therefore reducing RM/BDM service calls**Activities**:- Client facing unit for transactional support & advice- Coordinate between client, TS & internal business units- Own, manage and successfully resolve clients' Core Trade transactional queries, issues and complaints, in line with agreed SLAs and relevant standards (incl. financial crime and regulatory)- Drive client adoption & usage of self-serve tools- Conduct service reviews & refer business leads to BD- Monitor client experience, customer feedback & service quality- Execute all transactions ensuring quality and efficiency, adherence to technical advisory and client servicing- Support the coaching, onboarding and training of other CSM team members and contribute to the successful embedding of a high performing culture and behaviours- Contribute to the achievement of revenue growth through retention, reduced sales time on service, proactive management of GTRF service performanceAt HSBC, we expect our people to treat each other with dignity and respect, creating an inclusive culture that promotes equal opportunity.Our values define who we are as an organization and what distinguishes us, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen."At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care"At HSBC we are focused on guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights."We want you to be part of our team Find out what it is like to work with us"RequirementsCalificaciones - Externas**Skills**:- Excellent knowledge and experience in GTRF (Core Trade) products, operations, and customer service- Good understanding of Customer Groups and supporting business initiatives- Good understanding of Operational Risk related to the underlying Core Trade transactions- Strong interpersonal, influencing and communication skills- A good team player who possesses good interpersonal and communication skills- Strong organizing and time management skills- Can work independently and quickly, with good attention to detail and solutions oriented- Fluent English (spoken and written)- Self-motivated with initiatives to take on new and additional responsibilities- A Bachelor degree preferably in a business or related areaAt HSBC, we expect our people to treat each other with dignity and respect, creating an inclusive culture that promotes equal opportunity.Our values define who we are as an organization and what distinguishes us, we value difference, we move forward together, we take responsibility for our actions, we use good judgment, we do the right thing and we make things happen."At HSBC we offer our colleagues a greater number of days so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care"At HSBC we are focused on guaranteeing gender equality and constant training for our employees as well as the protection of their labor and social rights."We want you to be part of our team Find out what it is like to work with us"