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Job ID: 0000KXVX Description Wealth and Personal Banking (WPB) Wealth and Personal Banking is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become a global wealth manager with USD1.4 trillion in assets. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking for individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking, that best suit our customers’ needs. We are currently seeking an experienced professional to join our team. In this role, you will: Impact on the Business/Function - Handles contacts with our HSBC customers in a polite and friendly way, instilling customer confidence and resolving customer’s issues at first contact where possible. - Delivers what is promised in line with customer expectations - Offers value added products and services based on customer needs analysis and ensuring customer understanding of those products Customers / Stakeholders - Use a range of simple techniques to personalise the customer’s experience in a way that makes them feel valued and appreciated Satisfy customers’ expectations by providing appropriate solutions in a prompt, efficient and personalised way - Certified to handle multiple propositions (i.e. Advance, Premier) with multiple products (i.e. Core Banking, Cards) - Generates customer loyalty through strong knowledge of key products and services - Owns and resolves issues and understands how and when to escalate Leadership & Teamwork - Acts as a role model for our Group Values and behaviors (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values. - Values diversity amongst team Operational Effectiveness & Control: - Knowledge of Group compliance, Operational Risk. Maintains HSBC internal control standards - Awareness of all elements of Operational Risk associated with the role. - 立足于中國內(nèi)地，為廣大匯豐中國客戶提供面向全球的卓越服務(wù) - 通過客服電話、郵件以及我行所提供的智能化服務(wù)工具等渠道，高質(zhì)高效地響應(yīng)匯豐中國潛在及現(xiàn)有客 戶的服務(wù)需求。 - 準(zhǔn)確細(xì)致地解答客戶的疑問，貼心了解客戶所需，能夠給予恰當(dāng)?shù)漠a(chǎn)品或服務(wù)推薦，或者組織相應(yīng)的解 決方案 - 妥善處理客戶的訴求，在合規(guī)合法的前提下能夠調(diào)動足夠的靈活性及協(xié)作能力積極促成問題的解決 - 工作中致力于建立和維護我行與客戶的良好關(guān)系 - 為金融市場的有序透明運作而努力，平等對待每一位客戶。 Qualifications To be successful in the role, you should meet the following requirements: 1. Bachelor’s degree or above 2. At least two years relevant experience 3. Must have education standard to at least college degree and be of a legal working age 4. Must be proficient in language(s) required by the process 5. Open to working flexible shifting schedules 6. Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development 7. Takes pride in delivering what is promised in line with the customer and service expectations 8. Wants to do a good job,is concerned about getting it right for the customer and checks everything is in order 9. Ability to work in a high-volume, fast paced environment is required 10. Proficiency with personal computers and basic software packages and specialised applications 11. Excellent communication skills and is polite and friendly at all times 12. Displays patience and empathy - 本科或以上學(xué)歷。大專學(xué)歷但能力表現(xiàn)優(yōu)秀者可酌情考慮 - 能適應(yīng)輪班時間安排 - 能夠適應(yīng)工作的快節(jié)奏及相應(yīng)的要求 - 能良好地應(yīng)用普通話，粵語，英語作為交流工具 - 具備良好的溝通技巧，能夠在工作中始終保持禮貌與友好 You’ll achieve more when you join HSBC. HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within and inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website./HX Issued by HSBC Bank (China) Company Limited