Some careers shine brighter than others.
If you’re looking for a career that will help you stand out, join HSBC and fulfil 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 that include current accounts, credit cards, personal loans and mortgages, as well as savings, investments, insurance and wealth management. We also have specialised relationship managers who support customers with bespoke requirements, including high net worth and ultra-high-net-worth clients.
This is a very rewarding role with the opportunity to make a huge difference to our customers. Alongside the chance to further enhance your own skills and knowledge to support 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 and support when you return to work, and a contributory pension scheme with a generous employer contribution.
In this role you will:
* Support and manage queries directly from our vulnerable and potentially vulnerable customers or through escalation from frontline colleagues, for customers with more complex needs
* Tailor your approach to meet the customer’s bespoke needs and having the opportunity to become a specialist in certain vulnerabilities.
* 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.
* Take ownership to recognise and explore the specific needs of the customer, using a variety of internal and external tools offering tailored solutions, whilst using sound judgement, risk, and decision-making skills to do the right thing delivering the best possible outcomes.
* Educate and provide individual case support to other business areas ensuring all stakeholders maintain consistently high standards in delivering the right outcomes for our vulnerable customers. Through exceptional communication, emotional intelligence, and judgement, they will put the human heart into everything they do delivering a truly exceptional and intuitive customer experience.
To be successful in this role you should meet the following requirements:
* A high level of self-motivation and a positive attitude as well as the confidence to act with courageous integrity, providing support and solutions that may fall outside of policy and procedural adherence.
* The skills to use multiple systems to explore and meet your customer’s needs and bespoke requirements.
* Must be competent to handle a set of core skills required for the role which include all core banking enquiries.
* The resilience and confidence to manage challenging conversations by displaying patience and empathy, whilst monitoring the well-being of the customer.
* Contact Centre Experience desirable but not essential as full training will be given
This role is based in Birmingham.
We are a flexible department that is open to supporting our colleagues with a good work/life balance. Our full-time colleagues will be required to cover the operating window of 08.00 – 20.00pm Monday to Sunday.
This role is being offered on a hybrid capacity meaning you will split your working week between an office and home. Expectation of 60% of hours should be office based.
Opening a world of opportunity
Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces - no matter their gender, ethnicity, disability, religion, sexual orientation, or age. We are committed to removing barriers and ensuring careers at HSBC are inclusive and accessible for everyone to be at their best. We take pride in being a Disability Confident Leader and will offer an interview to people with disabilities, long term conditions or neurodivergent candidates who meet the minimum criteria for the role.
If you have a need that requires accommodations or changes during the recruitment process, please get in touch with our Recruitment Helpdesk:
Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500