Account Services Representative

Opening up a world of opportunity.

HSBC is a financial services organization serving more than 40 million customers across the world through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our outstanding expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs everywhere.

About the role

As Contact Center Service Representative, you will provide quality operational and administrative support to the Personal Financial Services business. You will connect with existing customers to resolve their queries.

Responsibilities

• Demonstrate sound understanding of HSBC products and services; articulating these to your customer in an engaging and confident manner.
• Ensure customer expectations are exceeded by maintaining superior and courteous service, delivering an efficient and speedy response
• Effectively question and listen to customers, enabling you to fully understand customer issues and deliver fair outcomes
• Handle second level escalations which are more complex in nature
• a referral point for signing authority and approvals.
• ensure own conduct maintains the orderly and transparent operation of financial markets.
• Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.
• Provide guidance to Operations Risk and Administration Associates, Personal Bankers and Premium Bankers.
• Promote an environment that supports diversity and reflects the HSBC brand.

• 6 months of proven experience in conflict resolution within a customer service role
• Ability to work independently and multitask a large volume of calls with a tight turnaround to achieve team objectives
• Detail-orientated, skilled in time management, and organizational skills
• Eager to learn and develop new software and technology skills
• Ability to safeguard the bank by holding difficult conversations with your customers on subjects like Anti-Money Laundering, sanctions, complaint handling, and estate planning
• Second language is an asset

HSBC Proud

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

We encourage all Black people, Indigenous People of Canada and people with disabilities to self-identify in their applications. Please contact our Canada Careers mailbox (careers@hsbc.ca) with any additional inquiries or for support and reasonable accommodations during the selection process.

If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.