Job Description

At HSBC, the health and well-being of our employees remains of utmost importance. Many of our roles are permitted to work from home (in states in which HSBC is licensed to operate) until further notice. Upon resumption of normal operations, this role may be performed at our Depew, New York office.

Delivers superior quality advice, consultation and services to the Domestic and International existing customers and prospects with global financial servicing needs by efficiently responding to new product inquiries and reviewing and remediating digitally submitted Deposit and Credit applications within guidelines. Agents are accountable for providing a great first impression that will lead to a long lasting relationship with HSBC. Embeds quality, care and ownership over all aspects of international and domestic client inquiries and Deposit and Credit application remediation. Keeping care to manage onboarding risk, meet all compliance regulations related to KYC/CIP and EDD and adhere to fraud strategy guidelines during each application remediation review. In customer contacts ensure customers feel satisfied, cared for and delighted with their experience each and every time they contact us and resolves inquiry at the first contact.

Impact on the Business

• Support OnLine Digital voice channel, respond to inquiries on new accounts and communicates our Domestic and international capabilities and benefits of product and services.

• Embed into each customer contact, enthusiastic call handling, pride, ownership over actions and professional decorum.

• Meet established productivity goals as related to phone channel and application remediation.

• Complete remediation of pended digitally submitted applications for both Domestic and International Customers. Ensure appropriate decision of applications by following guidelines to analyze account details, and remediate deficiencies through utilization of pend reason code matrix aligned to Financial Crime Risk and Fraud risk requirements.

• Ensures understanding and strong knowledge of high risk customer activity and Anti Money Laundering activities and escalate and interact with AML compliance as required. Perform high risk due diligence as required to remediate application details.

Customers / Stakeholders

• Respond to service and product inquiries from Domestic and Premier and International segment customers seeking digital products, responding to email or direct mail offers. Walk customer through on line application process as needed. Ensure each communication and interaction with the customer is delivered with a professional tone and demeanor, to foster customer loyalty.

• Refer customers to other specialized product areas as required

• Provides excellent customer service to specialized inbound/outbound customer calls, by keeping up to date on training and internal communications

• Generating customer loyalty through strong knowledge of key products and services.

• Takes ownership and initiative to complete necessary research and customer follow up for application resolution.

• Escalates instances of first and third party fraud to applicable fraud operational teams with goal of protecting the bank and our customers.

• Responsible for achieving individual targets and /or account opening goals whilst maintaining quality and compliance

Leadership & Teamwork

• Responsible for providing high quality service to achieve maximum customer satisfaction by resolving customer query at first contact where possible. Listens to the customer and establishes needs to offer relevant on-line products. Responds to and explains document requirements to clear and remediate pended applications ensuring appropriate risk decision within regulatory and business service levels.

• Acts as a role model for our Group Values and Behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.

• Values diversity amongst team.

• Acts as a mentor to assist new joiners as required

• Ensure activities comply with internal policies, including Know Your Customer, NRA onboarding requirements, audit, AML, FC and external regulations.

• Individual productivity is monitored for quality and effectiveness by line manager for control and appropriate coaching to increase agents benefit and contribution to HSBC.

• Support clear communication lines between business units, working with peers within the Group as required. Provide assistance to business units in managing customer expectations.

Operational Effectiveness & Control

• Ensure activities comply with internal policies, including Know Your Customer, NRA onboarding requirements, audit, AML , FC and external regulations.

• Individual productivity is monitored for quality and effectiveness by line manager for control and appropriate coaching to increase agent benefit and contribution to HSBC.

• Support clear communication lines among the branch network, business units, International Banking Center, CRC and Group entities, through proper and timely updates to integrated systems such as Global Links , Avoka/Temenos and OB2.0

• To implement the Group compliance policy locally by containing compliance risk in liaison with the Head of Group Compliance, Global Business Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources and training, fostering a compliance culture and optimizing relations with regulators.

• Complete other responsibilities, as assigned.

• Maintains HSBC internal control standards.

• Awareness of all elements of Operational Risk associated with the role in compliance to SOX for contact centers.

Management of Risk

• Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues

• The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

• Physical Demands/Work Environment: Very good working conditions. Little or no physical demands. Minimal handling of light materials. The physical demands/work environment described above are representative of those that must be met by an employee to successfully perform the essential duties of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Observation of Internal Controls

• Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators.

• Maintain and observe HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators (see HR FIM section 3.7 and GCL 050044 on Sarbanes Oxley and Internal Controls. Implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external regulators. To implement the Group Compliance Policy as applicable to your role in conjunction with the relevant laws, rules and codes with which the business has to comply within the country you reside and in relation to the countries migrating work to assigned GSC.

• To continually re-access the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures and the impact of new technology in conjunction with the donor Group companies.

Requirements

Employment eligibility to work with HSBC in the U.S. is required as the company will not pursue visa sponsorship for these positions.

• Bachelor’s degree in business, related field or equivalent experience preferred. Minimum of high school diploma or equivalent business experience

• Minimum of 3 years progressive international, personal banking customer service experience or equivalent results

• Strong communications, organizational and customer service skills.

• In-depth knowledge of international products, service and people as well as the nature, philosophy and products of the Group.

• Proficiency with personal computers as well as pertinent mainframe systems and software packages.

• Must be flexible, customer centric and have the ability to 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.

• Ability to work in a high-volume, fast paced environment is required.

• Foreign language skills, such as Mandarin and/or Cantonese , Spanish is beneficial but not required.

• Proven ability to embed superior quality, tone, enthusiasm, demeanor and pride in each and every customer transaction

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. 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!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

HSBC is one of the world’s largest banking and financial services organizations. Our global businesses serve around 39 million customers worldwide through a network that covers 62 countries and territories. Our customers range from individual savers and investors to some of the world’s biggest companies, governments and international organizations. We aim to connect them to opportunities and help them to achieve their ambitions.