Client Service Associate- Hsbc Innovation Banking - London, United Kingdom - HSBC

HSBC

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Job description

Who are HSBC Innovation Banking?

We're the power behind the UK's forward-thinkers, future-makers and leap-takers, helping them ignite the bold ideas that reshape our world.

We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO.

Whether it's comprehensive banking, managing cashflow, plans for buyouts or Global Funds Banking, we power ideas at every stage of their journey.

From the first-time founders to the funds that back them and everything in between. Here's to never standing still.

We're proud to accelerate growth for tech and life science businesses, create meaningful connections and open a world of global opportunity for entrepreneurs and investors alike.

Client Service Associate

CSAs are responsible for understanding, researching and/or escalating a variety of client service and/or operational enquiries.

Many HSBC Innovation Banking clients will be global, holding accounts in the UK &/or US, so setting client expectations and delivering consistent follow up with them is a critical deliverable in this role.

The CSA is accountable for delivering a one-stop client experience and ensuring seamless coordination when other colleagues are engaged.

CSAs have to demonstrate experience in the ability to identify and resolve client problems/issues, and product and service issues.

CSAs have accountability for understanding and adhering to bank policies and procedures, complying with legal and regulatory requirements are also critical components in this role.

Collaboration with other CSA colleagues and operational support teams is imperative to delivering on the client experience and satisfaction, and ultimately contributing to the company-wide net promoter score (NPS) targets and objectives.

CSAs must be able to assess client service situations, direct solutions, and provide a high level of proactive follow-up to clients.

They must be articulate and able to discuss all of the bank's primary products and services comfortably with clients. They develop relationships through outstanding service support to HSBC Innovation Banking clients and represent the brand.
Responsibilities

Provide realtime technical support, to our clients, for all the SVB online payment and card channels.
Form strong client relationships through regular verbal communication, understanding our client's business and priorities.
Client advisory through proactive analysis, identifying operational efficiencies, repair reduction and selfservice opportunities.
Tailoring your service approach according to client needs to influence positive 'client satisfaction' survey responses.
Prompt handoff to the complaints team of any customer driven complaint received.

Requirements
Skills & Experience

Experience in banking operations or a prior client facing role.
Strong interpersonal, analytical, problem solving, organizational, prioritisation, decisionmaking, and conflict resolution skills.
Excellent communication abilities, including strong written and verbal skills, and the ability to explain complex issues and convey information, both internally and externally, in an articulate and professional manner.
Adept at understanding and interpreting simple to moderately complex client inquiries
Team player, partnering with various teams and verticals, from Operations, through to Product and the Front Office teams, to provide a seamless delivery to the client.
Enthusiasm for delighting clients.

Based - London - Alphabeta, Finsbury Square, London, EC2A 1BR
Hours: 9.00 am to 6.00pm (40 per week)

Equal Employment Opportunity
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