Contact Center, Service & Sales (Bilingual: French & English)

Job description

HSBC is Canada's leading international bank – there is no one like us in this market.

Our ability to bring our global experience and perspective to evolving trends and issues in Canada has been a tremendous benefit to our clients. With our offer of unique banking solutions, as well as an extensive global network, no one is better placed to support internationally minded individuals and businesses.

HSBC helps companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Wealth and Personal Banking.

It's through this global connectivity that you will find yourself inspired, collaborating with colleagues not just locally but also across continents and cultures.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors and entrepreneurs around the world.

Key Objectives for Contact Centre, Service and Sales (Bilingual: French & English)

To provide operational and administrative support and quality standards to the Personal Financial Services business. Overall nature of work is of low to moderate complexity.

Principle Accountabilities:

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Exceeds expectations in terms of speed, certainty and efficiency of response.

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Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.

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Act as second level escalation for handling more complex issues as well as a referral point for signing authority and approvals.

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Maintain superior and courteous service to internal and external contacts.

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Ensure branch or work area is maintained in accordance with HSBC standards.

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Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

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Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.

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Provide guidance to Operations Risk and Administration Associates, Personal Bankers and Premium Bankers.

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Participates in quality, regulatory and compliance training in order to meet performance targets.

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Promotes an environment that supports diversity.

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Demonstrates Group capabilities.

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Promote an environment that supports diversity and reflects the HSBC brand.

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Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.

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Complete other responsibilities, as assigned.

Desired profile

Qualifications :

Knowledge & Experience / Qualifications:

·  Secondary school graduation.
·  Must be available 24/7, 7 days a week for scheduling.
·  At least 2 years of experience in banking or in a call center environment, or in person customer service.
·  Must be fully bilingual in French and English with clear communication written and spoken.
·  Professional appearance and attitude.
·  Team player and development minded.
·  Strong communication (verbal and written), customer service and interpersonal skills.
·  Ability to learn and operate new software and technology.
·  Detailed orientated with good time management and organizational skills.
·  Ability to multi-task.
·  Ability to handle large volumes, tight turnarounds and multiple deadlines.
·  Some experience with conflict resolution required.
·  Ability to work independently

HSBC Proud

As a business operating in markets all around the world, we believe diversity brings benefits for our customers, our business and our people. This is why HSBC Canada is committed to being an inclusive employer and encourages applications from all suitably qualified applicants irrespective of background, circumstances, age, disability, gender identity, ethnicity, religion or belief and sexual orientation.