Job description

Our purpose - Opening up a world of opportunity - explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world - for our customers, our people, our investors, our communities and the planet we all share.

Welcome Care Advisor will deliver outstanding quality advice, consultation and coordination of international sales and services to the Corporate, Premier, International, and international segment clients with global financial servicing needs to attract, retain and expand account relationships. Embeds quality, care, and ownership over all aspects of international client inquiries through direct customer sales and contact to ensure every customer feels satisfied, cared for, and delighted with their experience each and every time they contact us.

As our Welcome Care Advisor, you will:

• Provide high quality service to achieve maximum customer satisfaction while welcoming recently onboarded customer
• Assist customers during the Welcome Care journey resolving the customer’s query at first contact where possible
• Educate customers on US banking setting them up for success
• Adhere to call procedures and guidelines
• Establish customer’s needs and offers solutions to enhance the customer’s relationship
• Take 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
• Contact HSBC Domestic and International customers via approved communication channels (phone calls, zoom, Outlook email) in a polite and friendly manner
• Offer value added products and services based on customer needs analysis and ensure customer understanding of those products
• Handle multiple products and has deep knowledge of our Cross-border procedures

For this role, HSBC targets a pay range between $48,300.00 and $72,500.00.

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

Requirements

You´ll likely have the following qualifications to succeed in this role:

• Bachelor’s degree in business, related field, or equivalent experience
• Minimum of five years proven and progressive international, personal banking sales and service experience or equivalent, including evidence of referral results and ability to close a sale
• Client necessity based communication, cross-selling, interpersonal 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
• Foreign language skills, such as Mandarin and/or Cantonese strongly preferred but not required
• Proven track record to embed outstanding quality, tone, passion, demeanor and pride in each and every customer transaction

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the U.S. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

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 age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

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.