Talent Solution TAPFIN
Location
Bexley, Greater London | United Kingdom
Job description
technical support for our clients Innovation Banking clients relating to Cash Management and Debit/Charge Card related products. CSA’s are responsible for understanding, researching and/or escalating a variety of client service and/or operational enquiries. Many of their Innovation Banking clients will be global, holding accounts in the UK &/or US, so setting client expectations and delivering consistent follow up with them is a critical deliverable in this role. The CSA is accountable for delivering a one-stop client experience and ensuring seamless coordination when other colleagues are engaged. CSA’s have to demonstrate experience in the ability to identify and resolve client problems/issues, and product and service issues. CSA’s have accountability for understanding and adhering to bank policies and procedures, complying with legal and regulatory requirements are also critical components in this role. Collaboration with other CSA colleagues and operational support teams is imperative to delivering on the client experience and satisfaction, and ultimately contributing to the company-wide net promoter score (NPS) targets and objectives. CSA’s must be able to assess client service situations, direct solutions, and provide a high level of proactive follow-up to clients. They must be articulate and able to discuss all of the bank’s primary products and services comfortably with clients. They develop relationships through outstanding service support to HSBC Innovation Banking clients and represent the brand.
Role Responsibilities: • Front line support, via email and telephony, navigating all internal partnerships and activities throughout the enquiry to deliver an accurate and timely service. • Provide real-time technical support, to our clients, for all the HSBC Innovation Banking online payment and card channels. • Form strong client relationships through regular verbal communication, understanding our client’s business and priorities. • Client advisory through proactive analysis, identifying operational efficiencies, repair reduction and self-service opportunities. • Tailoring your service approach according to client needs to influence positive ‘client satisfaction’ survey responses. • Prompt hand-off to the complaints team of any customer driven complaint received.
Skills / Experience: • Strong experience in banking or card operations, or a prior client facing role. • An understanding of cash management, payment clearings and/or corporate card programs. • Strong interpersonal, analytical, problem solving, organisational, prioritisation, decision-making, and conflict resolution skills. • Excellent communication abilities, including strong written and verbal skills, and the ability to explain complex issues and convey information, both internally and externally, in an articulate and professional manner. • Adept at understanding and interpreting simple to moderately complex client inquiries. • Able to recognise and escalate key operational risks facing clients and the company. • Team player, partnering with various teams and verticals, from Operations, through to Product and the Front Office teams, to provide a seamless delivery to the client. • Enthusiasm for delighting clients.
If you are interested, please do not hesitate to apply, either apply direct or reach out.
Please note, in the event of a high volume of applications for this role, we will not be able to respond to each individual applicant. Unfortunately, if you have not been contacted within 7 days we will not be progressing with your application. Thank you for your understanding
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