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.

The Premier Direct Banking Specialist handles internal and external inbound calls servicing affluent clients across multiple products and propositions. Specialist are required to provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact and mentor’s peers to achieve the same. Actively listens to the customer and establishes needs to offer relevant products and drive digital needs. Specialists take ownership and initiative to complete necessary follow-up research and/or direct the customer to the appropriate department for resolution. Responsible for achieving individual targets and /or sales goals whilst maintaining quality and compliance.

Here is what you can expect on a Typical Day:

• Provides maximum customer satisfaction and first contact resolution to our affluent and internationally minded clients.

• Living Our Client Commitments by showing genuine care, removing effort for our clients, & offering valuable advice

• Maintains attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner.

• Understand an array of products, services and digital amenities to offer solutions to enhance the customer’s relationship.

• Maintain a working knowledge of regulations to identify risk or fraudulent activity in order to protect both the customer and the bank

• Keeps up to date on training, internal communications, and call procedures and guidelines to ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies

• Willingness to take on other assigned responsibilities with a positive mindset

Requirements

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

• Minimum of two-five years proven and progressive customer service and sales experience preferred

• Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development

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

• Proficiency with personal computers and basic software packages

• Excellent communication skills and is polite and friendly at all times

• Displays patience and empathy

• A knowledge expert who has the ability to maintain departmental productivity, quality and sales standards.

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.