Client Service Officer - HSBC

Role Purpose

To provide best in class transaction focused inbound and outbound calls/e-mail service to clients for their queries related to Trade Guarantees and Receivable Finance (at a later stage) general enquiries and any other support to enhance the overall customer experience. To provide support to maximise revenue for existing/new relationships by identifying and converting potential cross-selling opportunities.

Additionally query resolution and investigations act as dependable point of contact for customers exploring root causes of common issues and e-channel (ITS) promotion are also responsibilities of this role.

Principal Accountabilities:

Impact on the Business / Function:

Handle incoming customer calls/emails for general and transaction-specific trade enquiries (i.e. instruction change request document delivery status, DC balance enquiry, DC opening enquiry enquiry for INCO terms (UCP600) advise cable message updating Imp. Loan Repayments details of trade outlets etc).

Conduct call-backs to customer for payment instructions confirming exchange rate informing customer regarding insufficient funds dispatch details and advice discrepancies.

Ensure accurate and timely documentation of customer queries.

Maximise revenue for existing relationships.

Customers / Stakeholders

Adopt a positive flexible and quality-conscious approach to dealing with customer enquiries.

Handle customer issues/complaints with high quality customer service and appropriate flexibility.

Provide customers with information related to Trade products.

Leadership & Teamwork

Support the development of a cohesive team.

Acquire knowledge and enhance business understanding to build an internal knowledge database for the team.

Contribute to a positive and open working environment.

Operational Effectiveness & Control

Complete calls in accordance with established procedures and standards.

Meet/exceed the call agent objective targets on service quality cross-selling and productivity.

Continuously identify opportunities for improving work efficiency.

Knowledge & Experience / Qualifications

Orientation to customer service and good understanding of customer service principles and practices.

At least 2-4 years of experience in Trade/Guarantees and Customer service.

Knowledge of Trade products as well as insurance/integrated account and internet banking services.

Verbal and written fluency in English.

Effective communication and interpersonal skills.

Effective listening probing and problem solving skills.

Job Field: Commercial Banking

Primary Location: Middle East-Egypt-Egypt-Helwan

Schedule: Full-time

Type of Vacancy: Country vacancy