Support Officer - Supported Banking Journey Team, GSC

Why join us?

This role supports CMB customers across all segments in the UK to deepen client relationships and ensure a smooth customer journey is delivered when a business client experiences a bereavement or requires a Court Order / Power of Attorney to be applied to a business. The role of the Operational Support Officer is to be responsible for supporting CMB Supported Banking Journeys Team to maximise efficiency of their teams with a particular focus on implementing a robust and consistent framework to manage the key Operational Risks. This will include supporting teams to ensure that the team are consistently adhering to HSBC policies, procedures, and guidelines. At the same time as ensuring achievement of appropriate standards for operational risk, you will support the development of a culture that has ‘Good Customer Outcomes’ at its core, is focused on customer experience and the professionalism of our service proposition.

What you’ll do:

• Communicate and support customers over phone and different channels.
• Provide key performance data to relevant customer and stakeholders.
• Identify trends and escalate accordingly
• Identify and implement areas of improvement within your team and the wider department.
• Handle cases end to end to reach excellent measures
  Case handling skills, ability to deal with complex process

• Fluent in English.
• Experience on UK relevant systems, i.e., Browser Main Menu is desirable but not essential.
• Both spoken and written communication skills with experience of adapting your style and approach to the audience.
• A track record of gaining an understanding of customers' needs and delivering excellent customer service.
• Self-awareness with confidence to work independently and take responsibility for own development.
• A high level of self-motivation and positive attitude and to put our customers at the heart of everything you do.
• Excellent interpersonal, written and verbal communication skills (internal and with customers). Good computer and IT skills, including Microsoft Word and Excel and able to quickly learn and adapt to new IT systems and methods of creating and interpreting management information.

***Issued By HSBC Electronic Data Service Delivery Egypt***