Client Service Specialist.

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.

HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.

Client Service Specialist.

The commercial card service specialist team is a ring-fenced team aimed at replicating the client experience provided by card service managers. Whilst these service managers will not be geographically located in the same country as the client, they will provide the client expected service by leveraging technology. These will be service oriented individuals with the right amount of card knowledge to be able to address the different complex card queries from clients. They will not have a client portfolio, however, will own the query that they pick up from the generic pooled mailbox.

The jobholder is primarily responsible for:

Ownership of card issues – Completely own card related issues. The service specialists will be the face of HSBC/GPS for card issues and liaise with the different departments where required. Card specialists will ensure constant updates and holding responses as appropriate.

First Contact Resolution – Whilst there will be instances where card service specialists will have to coordinate with different teams, the endeavour will always be to drive first contact resolution, either through email and or where required via call/zoom.

Creation of synergies between card operations, card service managers, client account manager, and contact centre.

Compliment / support card service manager and client account manager – The card service specialist will be complimenting the CSS and CAMs for card related issues as appropriate.

Connectivity – The jobholder will where possible engage the client through zoom video calls and not just through audio / emails.

Experience

Basic Portuguese and English language is necesary - speaking and writing

Fairly good understanding of payments, and commercial cards.

A passion for serving clients and managing clients, front line client engagement experience

Ability to own issues, to be able to be in front of a client (via Video) and take ownership

High commitment to service excellence and client relationship management

Strong knowledge of back end operational process

Strong interpersonal, influencing and communication skills

Experience in customer service in a front-line role, including complex query handling.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.

At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.

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Issued By HSBC Electronic Data Process Mexico Private LTD