Commercial Cards Client Support 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.

Role objective

Act as a single point of contact for Commercial Cards clients (Programme Administrators, Treasurers, Finance Managers), owning complex queries and issues end-to-end with a focus on First Contact Resolution, a consistent client experience, and effective coordination with internal teams (Operations, Fraud, in-country teams, Product, etc.).

Key responsibilities

End-to-end ownership of card issues

Take full ownership of Commercial Cards issues from initiation through to closure.

Be the “face” of HSBC/GPS for Commercial Cards matters and coordinate with other departments as required.

Provide regular client updates and holding responses where appropriate.

First Contact Resolution (FCR)

Aim to resolve enquiries at the first point of contact (via email, or via call/Zoom where needed).

Escalate and coordinate only when necessary, while retaining accountability for the case.

Stakeholder management and operational alignment

Build strong alignment across Card Operations, Card Service Managers, Client Account Managers (CAMs), and the Contact Centre.

Complement and support Card Service Managers and CAMs on card-related matters.

Client and internal advisory support

Support GPS GB and CMB (CIB) clients as the primary contact for Commercial Cards queries/issues.

Act as a Services champion (Subject Matter Expert) for RMs and Sales Managers (CMB/GBM), providing guidance to help structure transactions and service solutions.

Support for digital channels (e-Channels)

Provide technical guidance to clients for navigating tools such as MiVision, Smart Data Gen, TSYS, Visa Interlink, etc.

Client-facing connectivity

Where possible, engage via video-enabled Zoom, not only audio/emails, to enhance the client experience.

Quality, control, and compliance

Maintain a robust control environment; apply judgement to assess and mitigate financial, documentary, credit, regulatory, and compliance risks.

Log and manage client complaints, ensuring appropriate escalation to the GPS Cards business team.

Performance measures (indicative)

Client satisfaction

Resolution of client service issues

High Net Promoter Score

Process improvements suggested and implemented

Meeting/exceeding global and local service standards

Effective management and recording of client complaints

Role requirements

Languages

Fluent English (written and spoken)

French is an added advantage

Experience

Minimum 2–3 years in front-line service, handling complex queries

Knowledge

Good understanding of payments and commercial cards

Strong knowledge of back-end operational processes

Skills

Strong client-service mindset with front-line client engagement experience

Ability to own issues end-to-end and engage clients confidently (including via video)

High commitment to service excellence and relationship management

Strong interpersonal, influencing, and communication skills

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