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Personal Banking Specialist

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HSBC

13d ago

  • Job
    Full-time
    Mid Level
  • Banking & Finance
  • London

AI generated summary

  • You must have exceptional customer service skills, strong communication abilities, proficiency in technology, flexibility in a fast-paced environment, and proven problem-solving capabilities.
  • You will be the first point of contact for customers, handling inbound queries, delivering high-quality service with empathy, maintaining adherence to controls, and promoting digital services to enhance customer experiences.

Requirements

  • Experience of delivering exceptional frontline customer service
  • Excellent verbal and written communication skills which will enable effective conversations, building strong relationships and showing empathy to our customers.
  • Confident in the use of everyday technology including computers, inbound telephony systems and digital chat.
  • A proven ability to work in an agile and flexible environment providing support in line with Customer demand.
  • Ability to effectively problem solve.

Responsibilities

  • Be the first point of contact for Customers handling a diverse range of inbound queries across several frontline channels.
  • Deliver best in industry quality and service across all customer channels, demonstrate excellent communication skills to engage in effective conversations, build strong connections and show empathy to customers.
  • Maintain and deliver adherence to all relevant controls across all channels of Distribution.
  • Take ownership of your own development and work with your line manager to ensure you can confidently support customers to a high standard.
  • Support our strategy around customer education and the promotion of digital services via all customer contact points. Drive enhanced customer experiences through the Digital Service Model and promotes the use of new emerging channels.

FAQs

What channels will I be supporting customers through as a Personal Banking Specialist?

As a Personal Banking Specialist, you will be supporting customers through Branch, Inbound Telephony, and Digital Chat channels.

What is expected of me in terms of customer service quality?

You are expected to deliver best-in-industry quality and service across all customer channels, demonstrating excellent communication skills, building strong connections, and showing empathy to customers.

How can I promote digital services to customers in this role?

You will support our strategy around customer education and the promotion of digital services via all customer contact points. You will drive enhanced customer experiences through the Digital Service Model and promote the use of new emerging channels.

What are the essential requirements for this role?

The essential requirements for this role include experience of delivering exceptional frontline customer service, excellent verbal and written communication skills, confidence in using everyday technology, ability to work in an agile and flexible environment, and effective problem-solving skills.

Finance
Industry
10,001+
Employees
1880
Founded Year

Mission & Purpose

Opening up a world of opportunity for our customers, investors, ourselves and the planet. We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 63 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers. HSBC is listed on the London, Hong Kong, New York, Paris and Bermuda stock exchanges.

Culture & Values

  • We value difference

    Seeking out different perspectives

  • We succeed together

    Collaborating across boundaries

  • We take responsibility

    Holding ourselves accountable and taking the long view

  • We get it done

    Moving at pace and making things happen