HSBC Egypt Careers | CSE Collections

HSBC Egypt Careers | CSE Collections

Job Description

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA's). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call centre environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

Job Responsibilities

Impact on the Business

  • Acquire and update knowledge on procedures on products.
  • Receive or make calls from or to customers (internal & external).
  • Provide information to customers based on requests made.
  • Use Call model effectively and work within Collections MOS Framework
  • Exhibit ownership of the business.

Customers / Stakeholders

  • Build rapport with customers.
  • Ensure that the productivity and quality levels are achieved as per the standards set for the process.
  • Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to Satisfy the customer.
  • Provide service to customers by focusing on resolving requests efficiently, accurately, and professionally.
  • Delight internal and external customers.

Leadership & Teamwork

  • Support achievement of team objectives.
  • Participate in development of cohesive teams.
  • Foster development of co-workers.
  • Contribute to the creation of a supportive work environment driven by people centric values.
  • Build professional relationships with colleagues in other areas.

Operational Effectiveness & Control

  • Ensure that each call / work is completed in accordance with established procedures and standards.
  • Identify and escalate potential showstoppers
  • To implement Group Compliance Policy by containing compliance risk in conjunction with the relevant compliance department. The term ‘compliance’ embraces all relevant laws, rules and codes.

Job Requirements

  • Should have passed the Higher Secondary School examination or the equivalent. Higher qualification not a bar provided aspirations are commensurate with the position
  • Work experience not essential.
  • Ability to speak and understand English fluently
  • Ability to write business letters and reports.
  • Excellent conversational/ telephone skills.
  • Ability to learn quickly, retain and transfer knowledge appropriately.
  • Ability to understand and interpret numeric data.
  • Flexibility to work in shifts
  • Ability to build rapport with and relate to a wider range of people.