US Contact Center Premier Escalation Specialist

If you're looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you'll be.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

Role purpose:

The Bilingual Premier Escalation Specialist is trained to handle inbound calls from internal and external customers across multiple products and propositions. Provides high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentors' peers to achieve the same. Listens to the customer and establishes needs to offer relevant products. Takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance.

Main activities: 

• Ensure teams are adhering to procedures & other regulations as prescribed by their respective processes.
• Answer inbound telephone inquiries from new potential customers and provide the required information as outlined in the guidelines set by Service Recipient in the relevant policies and procedures for the region and service.
• Respond to and fulfill existing customer service and account queries and shall record the query and outcome, including any account updates, on the relevant system.
• Recommend products and services to meet customers' needs based upon the relevant policies and procedures for the region and service set by the Service Recipient.
• Refer queries that cannot be resolved on the initial phone call to the relevant department, either by transferring the phone call directly or by using internal messaging systems to prompt a customer call-back from the relevant department, based upon the relevant policies and procedures for the region and service set by the Service Recipient.
• Document customer complaints in the relevant system based upon relevant policies and procedures for the region and service set by the Service Recipient. Escalate complaints where required, in accordance with the Service Recipient's local complaint escalation procedures.
• Monitor customer interactions for quality and policy/procedure adherence

Requirements:

• Bachelor's degree in Economic – Administrative areas
• Advanced level of written and spoken English.
• Experience in Contact Center focused on customer experience 6 months – 3 year
• Experience in Banking Operations (desirable)
• Knowledge on customer service

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.

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.

HSBC is an equal opportunity employer 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 encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.

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 HSBC Electronic Data Process Mexico Private LTD***