US Contact Center Premier Escalation Specialist

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. A US Contact Center Premier Escalation Specialist is trained to simultaneously handle multiple existing and new to bank client contacts over asynchronous chat channel with their everyday banking products within a contact center environment. As our US Contact Center Premier Escalation Specialist you will: Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible Maintains attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner Adhere to chat procedures and guidelines, takes 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 in order to protect both the customer and the bank Handle multiple banking products (credit card, internet banking, deposits) Generate customer loyalty through strong knowledge of key products and services Be responsible for achieving individual targets and goals within a team-based environment Act as a role model for our Group values and behaviors (Open, dependable, Connected), offering support to colleagues and customers to deliver superior customer service through these values Value diversity, inclusion and collaboration amongst team and different departments, and acts as a mentor to assist new joiners as required For this role, HSBC targets a pay range between $41,800.00 and $62,600.00 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: Minimum of high school diploma or General Educational Development Test Customer centric and have the ability to thrive in a team environment seeking feedback and open to development Take pride in delivering what is promised in line with the 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, as well as the ability to be a team player In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. 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.

Created: 2024-11-02