CC Voice Inbound Agent, HSBC

HSBC

Location:
Malaysia, Kuala Lumpur

Category:
Call Center

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The High Value Agent is customer/client facing role based in a contact centre environment, tasked to generate revenue by growing and deepening our banking relationship through managing a portfolio of customers/clients. This category takes ownership of multiple stages of the transaction/lifecycle. The role holder is responsible for, developing and retaining relationships and will work with the broader Wealth Premier Banking network and direct teams to ensure achievement of the business performance measures and plan (as defined by WPB). This will be achieved by actively helping customers with their stated needs, identifying, and providing needs-based solutions or referring to other business units where appropriate while encouraging primary banking relationship with HSBC. Building an ongoing relationship based on value and service is critical to being successful in this role. To deliver a high-quality service, the role holder will need to demonstrate an extensive knowledge of banking products and services across retail banking. In delivering the business objectives this role must also maintain the levels of operational integrity required by HSBC Group.

Job Responsibility:

Possessing responsibility for the on-boarding and activation of customers/clients entering the portfolio via referrals from alternative channels and the retention for existing customer/client, by undertaking regular reviews utilizing available tools
Delivering the proposition, by providing a consistently excellent customer/client experience and encouraging customer/client to use digital channels where appropriate
Identifying customer/client need and cross/upsell opportunities to create deeper and cohesive relationships
Undertaking simple and Material Risk product sales (where regulation permits), using prescribed HSBC sales process to discover customer/client needs
Equipping rich knowledge of various products/segments to ensure an one and done service to customer
Working in a load balancing model across teams and channels (In & outbound / Phone & Chat) to help business run in a efficient and flexible way
Obtaining good English skill to maintain consistent service to the customer with different language preference
Comply with local regulations in all aspects of strategy, sales processes, client correspondence, financial promotions, administration, and complaint handling
Adhere to all relevant processes and procedures of the Group Compliance Policy and internal controls
Contribute to HSBC by creating and retaining market leading standards and controls
The job holder operates within the approved operating and strategic plan process to develop the WPB business
Maintain and observe HSBC internal control standards, implement, and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators
Foster a compliance culture and implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, and optimising relations with regulators

Requirements:

The ability to speak and write Mandarin / Cantonese besides English
Must be flexible, customer centric and can thrive in a team environment seeking feedback and open to development
Takes pride in delivering what is promised in line with the customer and service expectations taking ownership and helping to drive first contact resolution whiles catering to need-based solutions
Ability to work in a high-volume, fast paced changing environment as required
Proficiency with personal computers and basic software packages and specialized applications
Excellent communication skills and is always polite and friendly
Equipped to deal with customer conversations by displaying patience and empathy
Ability to follow process and procedures to mitigate risk/errors
Must be competent to handle a set of core skills required for the role which includes general banking and credit card queries

Nice to have:

Resilience in role will support the role holders in working in a busy work environment irrelevant of location
Regular changes to procedures and advances in technology will regularly impact the role holder. Therefore, pro-activeness and ability to embrace change will ensure success
A passion for continued learning will also support the role holder in their ability to gain stronger and better skills and capabilities

Additional Information:

Job Posted:
May 23, 2025

Expiration:
June 04, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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CC Voice Inbound Agent