You must have exceptional customer service skills, strong communication abilities, proficiency in technology, flexibility in a fast-paced environment, and proven problem-solving capabilities.

You will be the first point of contact for customers, handling inbound queries, delivering high-quality service with empathy, maintaining adherence to controls, and promoting digital services to enhance customer experiences.

Banking & Finance

United Kingdom

London

Large

We value difference


We succeed together


We take responsibility


We get it done


Opening up a world of opportunity for our customers, investors, ourselves and the planet.

We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 63 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers. 

HSBC is listed on the London, Hong Kong, New York, Paris and Bermuda stock exchanges.

Finance

HSBC

As a Personal Banking Specialist, you will provide our customers with an outstanding service we can all be proud of. You will be part of an innovative new team that responds to customer demand including, Branch, Inbound Telephony and Digital Chat to support our customers through the communication channel of their choice. You will be working in a fast-paced environment with a number of different customers and colleagues across multiple locations in your region and you will be able to make decisions that ensure the relevant solutions are found that meet the needs of the customer.Within this role you will:<ul><li>Be the first point of contact for Customers handling a diverse range of inbound queries across several frontline channels.</li><li>Deliver best in industry quality and service across all customer channels, demonstrate excellent communication skills to engage in effective conversations, build strong connections and show empathy to customers.</li><li>Maintain and deliver adherence to all relevant controls across all channels of Distribution.</li><li>Take ownership of your own development and work with your line manager to ensure you can confidently support customers to a high standard.</li><li>Support our strategy around customer education and the promotion of digital services via all customer contact points. Drive enhanced customer experiences through the Digital Service Model and promotes the use of new emerging channels.</li></ul>RequirementsEssential requirements:<ul><li>Experience of delivering exceptional frontline customer service</li><li>Excellent verbal and written communication skills which will enable effective conversations, building strong relationships and showing empathy to our customers.</li><li>Confident in the use of everyday technology including computers, inbound telephony systems and digital chat.</li><li>A proven ability to work in an agile and flexible environment providing support in line with Customer demand.</li><li>Ability to effectively problem solve.</li></ul>

As a Personal Banking Specialist, you will provide our customers with an outstanding service we can all be proud of. You will be part of an innovative new team that responds to customer demand including, Branch, Inbound Telephony and Digital Chat to support our customers through the communication channel of their choice. You will be working in a fast-paced environment with a number of different customers and colleagues across multiple locations in your region and you will be able to make decisions that ensure the relevant solutions are found that meet the needs of the customer.Within this role you will:Be the first point of contact for Customers handling a diverse range of inbound queries across several frontline channels.Deliver best in industry quality and service across all customer channels, demonstrate excellent communication skills to engage in effective conversations, build strong connections and show empathy to customers.Maintain and deliver adherence to all relevant controls across all channels of Distribution.Take ownership of your own development and work with your line manager to ensure you can confidently support customers to a high standard.Support our strategy around customer education and the promotion of digital services via all customer contact points. Drive enhanced customer experiences through the Digital Service Model and promotes the use of new emerging channels.RequirementsEssential requirements:Experience of delivering exceptional frontline customer serviceExcellent verbal and written communication skills which will enable effective conversations, building strong relationships and showing empathy to our customers.Confident in the use of everyday technology including computers, inbound telephony systems and digital chat.A proven ability to work in an agile and flexible environment providing support in line with Customer demand.Ability to effectively problem solve.

Personal Banking Specialist

Requirements

Responsibilities

FAQs

What channels will I be supporting customers through as a Personal Banking Specialist?

What is expected of me in terms of customer service quality?

How can I promote digital services to customers in this role?

What are the essential requirements for this role?

HSBC

Mission & Purpose

Culture & Values

We value difference

We succeed together

We take responsibility

We get it done