US Contact Center Premier Escalation Specialist

About the position

The US Contact Center Premier Escalation Specialist at HSBC is responsible for providing high-quality service to customers through asynchronous chat channels, addressing their banking product inquiries and issues. This role emphasizes customer satisfaction, accuracy in problem resolution, and adherence to established procedures while maintaining a strong knowledge of banking products and regulations.

Responsibilities

• Provide high quality service to achieve maximum customer satisfaction by resolving customer queries 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, taking 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 including credit cards, internet banking, and deposits.
• Generate customer loyalty through strong knowledge of key products and services.
• Achieve individual targets and goals within a team-based environment.
• Act as a role model for Group values and behaviors, offering support to colleagues and customers to deliver superior customer service.
• Value diversity, inclusion, and collaboration among team members and different departments, acting as a mentor to assist new joiners.

Requirements

• Minimum of high school diploma or General Educational Development Test (GED).
• Customer-centric with the ability to thrive in a team environment, seeking feedback and open to development.
• Ability to deliver on promises in line with 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 and the ability to be a team player.

Benefits

• Competitive pay and benefits package including a robust Wellness Hub.
• Generous matching gift program.
• Access to tailored professional development opportunities.
• Industry-leading volunteerism policy.
• Comprehensive program of immersive Sustainability and Climate Change Initiatives.
• Employee Resource Groups for networking and development.