Job Description

Job description
Who are HSBC Innovation Banking? We\xe2\x80\x99re the power behind the UK\xe2\x80\x99s forward-thinkers, future-makers and leap-takers, helping them ignite the bold ideas that reshape our world. We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO. Whether it\xe2\x80\x99s comprehensive banking, managing cashflow, plans for buyouts or Global Funds Banking, we power ideas at every stage of their journey. From the first-time founders to the funds that back them and everything in between. Here\xe2\x80\x99s to never standing still. We\'re proud to accelerate growth for tech and life science businesses, create meaningful connections and open a world of global opportunity for entrepreneurs and investors alike.
Client Service Advisor
Client Service Advisors (CSA) serve as the primary contact for telephone and email requests including technical support for HSBC Innovation Banking clients relating to Cash Management and Debit/Charge Card related products.
CSAs are responsible for understanding, researching and/or escalating a variety of client service and/or operational enquiries. Many HSBC Innovation Banking clients will be global, holding accounts in the UK &/or US, so setting client expectations and delivering consistent follow up with them is a critical deliverable in this role.
The CSA is accountable for delivering a one-stop client experience and ensuring seamless coordination when other colleagues are engaged.
CSAs have to demonstrate experience in the ability to identify and resolve client problems/issues, and product and service issues. CSAs have accountability for understanding and adhering to bank policies and procedures, complying with legal and regulatory requirements are also critical components in this role. Collaboration with other CSA colleagues and operational support teams is imperative to delivering on the client experience and satisfaction, and ultimately contributing to the company-wide net promoter score (NPS) targets and objectives.
CSAs must be able to assess client service situations, direct solutions, and provide a high level of proactive follow-up to clients. They must be articulate and able to discuss all of the bank\xe2\x80\x99s primary products and services comfortably with clients. They develop relationships through outstanding service support to HSBC Innovation Banking clients and represent the brand.
Responsibilities

• Front line support, via email and telephony, navigating all internal partnerships and activities throughout the enquiry to deliver an accurate and timely service.

• Provide real-time technical support, to our clients, for all the HSBC Innovation Banking online payment and card channels.

• Form strong client relationships through regular verbal communication, understanding our client\xe2\x80\x99s business and priorities.

• Client advisory through proactive analysis, identifying operational efficiencies, repair reduction and self-service opportunities.

• Tailoring your service approach according to client needs to influence positive \xe2\x80\x98client satisfaction\xe2\x80\x99 survey responses.

• Prompt hand-off to the complaints team of any customer driven complaint received.

Requirements
Skills & Experience

• Strong experience in banking or card operations, or a prior client facing role.

• An understanding of cash management, payment clearings and/or corporate card programs.

• Strong interpersonal, analytical, problem solving, organizational, prioritization, decision-making, and conflict resolution skills.

• Excellent communication abilities, including strong written and verbal skills, and the ability to explain complex issues and convey information, both internally and externally, in an articulate and professional manner.

• Adept at understanding and interpreting simple to moderately complex client inquiries.

• Able to recognise and escalate key operational risks facing clients and the company.

• Team player, partnering with various teams and verticals, from Operations, through to Product and the Front Office teams, to provide a seamless delivery to the client.

• Enthusiasm for delighting clients.

London based. Hours: 40 hours per week Location: Alphabeta, 14- 18 Finsbury Square, London, EC2A 1BR

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