The Opportunity:
Provide outstanding customer service by addressing customer needs during the initial contact and aiming to build and expand the relationship in one interaction.
Engage in meaningful, unscripted conversations to drive positive outcomes for the customer. Ensure customer data is handled ethically and in line with regulatory standards.
Contribute to HSBC’s growth by identifying areas for improvement in processes, services, and value addition. Take ownership of your personal development through consistent performance reviews and self-improvement initiatives.
Help create a work environment where colleagues are motivated and customers feel valued. Manage a variety of processing tasks and handle customer calls to meet productivity and quality standards as outlined by HSBC.
What you’ll do:
- Manage a portfolio of customer accounts, including both live and overdue balances, through inbound/outbound calls and other communication channels.
- Contact customers to inform them of delinquencies, encourage timely payments, and establish feasible payment plans.
- Process payments, account adjustments, and customer refunds as required.
- Address customer inquiries in a prompt and satisfactory manner.
- Suggest improvements to departmental processes to streamline the collections process and enhance customer experience.
- Facilitate escalations to the Collections Manager when necessary.
- Meet individual targets while contributing to the overall team performance.
What you will need to succeed in the role:
- A bachelor’s degree.
- No prior work experience required.
- Fluent in English (both written and spoken).
- Capable of writing business letters and reports.
- Excellent communication skills via email and phone.
- Quick learner with the ability to retain and apply new knowledge.
- Ability to interpret and understand numeric data.
- Flexibility to work in shifts.
- Strong rapport-building skills with a diverse range of individuals.
- Proficient in MS Office (Excel, PowerPoint, Word).
Additional skills that would be beneficial:
- Ability to maintain quality and productivity standards.
- Quick and accurate adoption of process updates or changes.
- Ability to multitask effectively.
- Excellent communication, time management, and organizational skills.
- Able to communicate clearly and professionally through emails.