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About the Role

The US Contact Center Premier Specialist provides expert service support across chat channels for Premier and Private Bank clients. This role involves managing diverse inquiries, including account opening, digital navigation, lending guidance, and deposit servicing within a fast-paced, strategic conversational banking environment.

Responsibilities

• Provide high-quality service to resolve customer queries at first contact.
• Direct and navigate customers to appropriate resolutions with high accuracy and attention to detail.
• Adhere to chat procedures and guidelines while taking ownership of research and follow-up.
• Maintain knowledge of regulations to identify risk and fraudulent activity.
• Manage multiple banking products including credit cards, internet banking, and deposits.
• Generate customer loyalty through deep product and service knowledge.
• Achieve individual targets and goals within a team-based environment.
• Act as a role model for Group values and behaviors.
• Mentor new team members and foster a collaborative, inclusive environment.

Requirements

• Minimum of high school diploma or GED.
• Legally authorized to work in the U.S. without immigration sponsorship.
• Customer-centric mindset with the ability to thrive in a team environment.
• Ability to work in a high-volume, fast-paced environment.
• Proficiency with personal computers and basic software packages.
• Excellent communication skills.

Skills

• Customer service
• Chat support
• Problem resolution
• Risk identification
• Fraud detection
• Banking product knowledge
• Communication
• Team collaboration
• Mentoring

Education Level

• High school diploma or GED

Salary/Compensations

• Final fixed pay offer depends on role responsibilities, skill set, experience, education, licensing, internal relativity, and work location.

Benefits

• Tailored professional development opportunities
• Competitive pay and benefits package
• Wellness Hub
• Volunteerism policy
• Matching gift program
• Sustainability and Climate Change Initiatives
• Employee Resource Groups

About the Company

• HSBC aims to open up a world of opportunity by using unique expertise and perspectives to nurture progress and growth for over 40 million customers.

Equal Opportunity

• All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.