Customer Service Executive

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.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Customer Service Executive

Payment Investigations deals with the handling and resolution of queries received from customers and banks related to payments that have already been processed. Responsible for handling Investigations on PEGA Platform, Pass payments adjustments entries on client accounts, internal accounts & Nostro accounts. Investigating and identify root cause for an inward or outward payment enquiry and ensure timely resolution.

In this role, you will:

• Responsible to contact external banks through SWIFT correspondence messages as and when required. Independently investigate and identify root cause for an enquiry. Independently review Nostro accounts & ensure all outstanding debits & credits are cleared as per timelines.
• Responsible to follow up with external banks for details, confirmation and recall of funds.Review and verify Correspondence & Payment adjustments in accordance with the currency cut-off. Acquire and update knowledge on procedures and products. 
• Responsible to ensure each call / work is completed in accordance with established procedures and standards. Support achievement of team objectives End to end ownership of all activities.
• Receive/make calls from/to customers (internal/ external) Delight internal and external customers. Responsible to independently process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked.
• Act effectively on all customer feedback. Respond to mails/queries related to process timely with a cc to the Line Manager.
• Identify and escalate potential complaints. Responsible to undertake work without any Ops Losses (Actual, Potential or Near Misses) due to errors. Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank.
• Provide efficient resolution to customers while on call and clarity of thought. Ensure error free and quality processing. Good team player Liaise with peers and colleagues for timely resolution. Understand critical documentation and interpreting information and risk involved.
• Ability to handle work independently and thorough understanding of the job objectives. Share trends, observation, and issues on a timely manner. Proactive collaboration to be displayed across sites. High speed and accuracy of complex processing to meet average call handling time and minimize abandoned calls.

To be successful you will:

• Previous experience in the banking or finance industry. Knowledge of Swift payments and able to decode all Message Types (MT and MX) is desired.
• Knowledge of Payments processing and Payments Investigation’s case handling is desired. Proven track record of strong focus towards high levels of Quality and Customer Service.
• Strong Relationship building skills as requires coordination with onshore/offshore teams in day-to-day activities.
• Ability to multi-task, depending on the criticality of the tasks. Self-motivated and should be able to work under minimal supervision. 
• Flexibility to work in different shifts including weekends. Good communication skills – Written & Verbal. Attention to detail and Quick Learner.

You’ll achieve more at HSBC

Hsbc.com/careers

HSBC is an equal opportunity employer 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 an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.”

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.

***Issued By HSBC Electronic Data Processing (India) Private LTD***