Case Manager

Descripción - Externa**Case Manager****Principal Function**:Manage the client onboarding experience, expectations and communications following the completion of the sale by the Relationship Manager (RM). Coordinate the onboarding process, including the collection of client information required to complete the Client Due Dilligence (CDD) profile, to the point where the client has an active cash account and channel access.The role will ensure client expectations are set against defined Service Level Agreements (SLAs) and these SLA’s are visible & managed across all functions.**Main Responsabilities**:- Coordinate the client onboarding cases from initiation to the point- the client cash account is open and HSBC Net channels access has been provided- Manage new to bank client onboarding and existing client CDD process’s to defined SLAs, ensuring any risks to the timescales are escalated to the Team Leader and Relationship Manager- Liaise with the Relationship Manager and client to gather detailed client information and supporting documentation required to complete the CDD profile including Financial Crime Risk Rating (FCRR), Know Your Customer (KYC), Identification and Verification (ID&V), and Screening / Adverse Media.- Review and check for completeness of CDD information and supporting documentation before submitting the case to Quality Control for review and approval- Act as a point of escalation for Service Delivery and escalate a case to the Relationship Manager if the client is not cooperating- Manage the client experience throughout the onboarding of new to bank clients and the CDD refresh for existing clients; maintaining the highest standard of excellence in customer service and answer Relationship Manager and client queries as and when they arise- Request and follow-up with the Relationship Manager and client for outstanding information and documentation; including KYC and ID&V and signed account opening documents- Handle requests for additional information from Quality Control and liaise further with the client as required- Ensure Turn Around Times (TAT) are agreed, and the associated SLA’s are visible and managed with all involved parties- Ensure the client is able to successfully activate the cash account and is in receipt of the ‘tools’ required for channel accessAt 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**- Be an active member of the team and a strong team-player- Demonstrate expected core behaviors and values including teamwork, focus, drive and determination- Be flexible and dynamic with support to the wider team- Strong communication both upwards and at peer level- Experience in Client Service - Desired- English Intermediate-Advanced level**Capabilities**- High level of responsibility, organization and proactivity- Effective communication skills, both written and spoken- Problem solving abilityAt 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“