Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

US Contact Center Premier Specialists are responsible for providing expert service support in all chat channels, servicing Premier and Private Bank clients in a fast-paced environment on a wide variety of topics including account opening, digital navigation, lending guidance, payment expertise, and deposit servicing. Conversational Banking is a strategic and growing service channel, making correct staffing vital for customer retention.

Responsibilities

Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible
Maintain attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner
Adhere to chat procedures and guidelines, takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution
Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank
Handle multiple banking products (credit card, internet banking, deposits)
Generate customer loyalty through strong knowledge of key products and services
Be responsible for achieving individual targets and goals within a team-based environment
Act as a role model for our Group values and behaviors (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values
Value diversity, inclusion and collaboration amongst team and different departments, and acts as a mentor to assist new joiners as required

Requirements

Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.
Customer centric and have the ability to thrive in a team environment seeking feedback and open to development
Take pride in delivering what is promised in line with the customer and service expectations
Ability to work in a high-volume, fast paced environment
Proficiency with personal computers and basic software packages
Excellent communication skills, as well as be a team player

Skills

International and domestic account opening support
Digital navigation
Unsecured lending guidance
Payment expertise
Deposit servicing
Credit card
Internet banking
Communication skills

Location

Work Type

Full-time

Education Level

Minimum of high school diploma or General Educational Development Test

Benefits

Tailored professional development opportunities
Competitive pay and benefits package
Robust Wellness Hub
Welcoming and inclusive work environment
Empowerment to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy
Generous matching gift program
Comprehensive program of immersive Sustainability and Climate Change Initiatives
Employee Resource Groups

About the Company

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC, we use our unique expertise, capabilities, breadth and perspectives to open new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.
We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

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.