Mexico Job Openings
HSBC
Bilingual Customer Experience Contact Center Agent
FULL TIME
September 13, 2024
HSBC is one of the largest banking and financial services organisations 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 realise their ambitions.
We are currently seeking an experienced professional to join our team in the role of Bilingual Customer Experience Contact Center Agent.
Role purpose:
The team will handle inbound Spanish language telephone service and sales inquiries for Jade & Premier clients for the following HSBC Bank USA, N.A. products / services:
- Deposit
- Credit Card
- Select Credit
- ATM / Debit Card
- Online Banking (inclusive of token queries)
- Installment Loan
- Security Services
Principal accountabilities:
- Answer inbound telephone inquiries from new potential customers and provide the required information as outlined in the guidelines set by Service Recipient in the relevant policies and procedures for the region and service.
- Respond to and fulfill existing customer service and account queries and shall record the query and outcome, including any account updates, on the relevant system.
- Recommend products and services to meet customers’ needs based upon the relevant policies and procedures for the region and service set by the Service Recipient.
- Refer queries that cannot be resolved on the initial phone call to the relevant department, either by transferring the phone call directly or by using internal messaging systems to prompt a customer call-back from the relevant department, based upon the relevant policies and procedures for the region and service set by the Service Recipient.
- Document customer complaints in the relevant system based upon relevant policies and procedures for the region and service set by the Service Recipient. Escalate complaints where required, in accordance with the Service Recipient’s local complaint escalation procedures.
- Monitor customer interactions for quality and policy/procedure adherence
- Bachelor’s degree in Economic – Administrative areas
- Advanced level of written and spoken English.
- Experience in Contact Center focused in customer experience 6 months – 1 year
- Experience in Banking Operations (desirable)
- Knowledge on customer service
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.
HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.
***Issued By HSBC Electronic Data Process Mexico Private LTD***
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