US CONTACT CENTER PREMIER SPECIALIST

Overview

HSBC is committed to employing only individuals authorized to work in the United States. Applicants must be legally authorized to work in the U.S., as HSBC will not sponsor immigration for this position.

Our purpose—Opening up a world of opportunity—drives us to use our expertise, capabilities, breadth, and perspectives to create opportunities for our more than 40 million customers. We bring together people, ideas, and capital to nurture progress and growth, benefiting customers, employees, investors, communities, and the planet we share.

Role Summary

US Contact Center Premier Specialists provide expert service support across chat channels. Representatives service Premier and Private Bank clients in a fast-paced environment on topics including international and domestic account opening support, digital navigation, unsecured lending guidance, payment expertise, and deposit servicing. As Conversational Banking is a strategic service channel, it is essential that the channel is staffed effectively to maintain high customer satisfaction and to serve as the Relationship Manager for the majority of IWPB clients.

Responsibilities

• Provide high-quality service to achieve maximum customer satisfaction by resolving the query at first contact where possible.
• Maintain attention to detail and accuracy in directing and navigating customers to appropriate resolutions in a timely manner.
• Adhere to chat procedures and guidelines; take ownership and initiative to conduct necessary research and follow up, or direct the customer to the appropriate department for resolution.
• Maintain knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank.
• Handle multiple banking products (credit cards, internet banking, deposits).
• Generate customer loyalty through strong knowledge of key products and services.
• Be responsible for achieving individual targets and goals within a team-based environment.
• Act as a role model for our values and behaviors (Open, dependable, Connected) and support colleagues and customers to deliver superior service.
• Value diversity, inclusion, and collaboration among the team and other departments; act as a mentor to assist new joiners as required.

Qualifications

• Minimum of a high school diploma or GED.
• Customer-centric with the ability to thrive in a team environment, open to feedback and development.
• Commitment to delivering what is promised in line with customer and service expectations.
• Ability to work in a high-volume, fast-paced environment.
• Proficiency with personal computers and basic software packages.
• Excellent communication skills and strong teamwork capabilities.

Employment Information

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package, including a Wellness Hub, in a welcoming and inclusive work environment. You will be empowered to engage with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of Sustainability and Climate Change initiatives. You may also join Employee Resource Groups that support development and networking within and outside HSBC. We value difference. We succeed together. We take responsibility. We get it done. We invite you to help us build the bank of the future.

Your final fixed pay offer will depend on the candidate and several variables, including but not limited to role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression, or any other trait protected by applicable law.