Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfill your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support, and rewards that will take you further.
Our Wealth and Personal Banking business supports millions of individuals, families, business owners, investors, and entrepreneurs worldwide. We provide products and services including current accounts, credit cards, personal loans, mortgages, savings, investments, insurance, and wealth management. We also have specialized relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
This is a rewarding role with the opportunity to make a significant difference to our customers, while also enhancing your skills and supporting your career development.
As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay, support when returning to work, and a contributory pension scheme with a generous employer contribution.
In this role, you will:
1. Support and manage queries directly from our vulnerable and potentially vulnerable customers or through escalation from frontline colleagues, for customers with more complex needs.
2. Tailor your approach to meet the customer’s bespoke needs and have the opportunity to become a specialist in certain vulnerabilities.
3. Understand that a vulnerable customer is defined as someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.
4. Take ownership to recognize and explore the specific needs of the customer, using a variety of internal and external tools to offer tailored solutions, while exercising sound judgment, risk assessment, and decision-making skills to do the right thing and deliver the best outcomes.
5. Educate and provide individual case support to other business areas, ensuring all stakeholders maintain high standards in delivering the right outcomes for vulnerable customers. Through exceptional communication, emotional intelligence, and judgment, you'll put the human element into everything you do, delivering a truly exceptional and intuitive customer experience.
To be successful in this role, you should meet the following requirements:
1. A high level of self-motivation and a positive attitude, with the confidence to act with courageous integrity, supporting and providing solutions that may fall outside of policy and procedural adherence.
2. The skills to use multiple systems to explore and meet your customer’s needs and bespoke requirements.
3. Competency in handling core banking inquiries.
4. The resilience and confidence to manage challenging conversations with patience and empathy, while monitoring the well-being of the customer.
5. Contact centre experience is desirable but not essential, as full training will be provided.
This role is based in Birmingham.
We support a flexible working environment to promote a good work/life balance. Full-time colleagues are expected to cover operating hours from 08:00 to 20:00, Monday to Sunday.
This role offers a hybrid working model, with an expectation of approximately 60% of hours spent in the office.
At HSBC, we value diversity and inclusion. We are committed to creating inclusive workplaces regardless of gender, ethnicity, disability, religion, sexual orientation, or age. We are proud to be a Disability Confident Leader and will offer interviews to candidates with disabilities, long-term conditions, or neurodivergence who meet the role’s minimum criteria.
If you require accommodations or adjustments during the recruitment process, please contact our Recruitment Helpdesk.
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