Financial Support Specialist

Are you looking for a career where you really can make a difference?

When our customers face financial difficulty and uncertainty, they need an empathetic and considered approach to help them plan for their future - this is where you come in. As one of our telephony Financial Support Specialists, you'll have the confidence and curiosity to really get to understand a customer's full and often complex financial situation so you can provide the right solutions to help them. Yes, it's a demanding role but one where you will have the satisfaction of knowing that you have really made a difference for someone to take their first step towards resolving their financial difficulties.

As you'll be assisting our customers with unsecured products such as bank accounts, credit cards, and loans, you'll be a poised communicator but a good listener to have an appreciation of the issues people can face in their daily lives.

What you get in return:

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.

We will provide you with all the learning and development you need to be successful, starting with an initial 5-week comprehensive face-to-face training course in the office.

We offer hybrid working but the base location for this role is Leeds. Our full-time contact centre colleagues will have rotational shifts of Monday to Friday 8 AM to 6 PM* and one in four Saturdays 8 AM to 4 PM, working 35 hours per week.

In this role you will:

1. Help customers regain financial health by providing them with the tools to take control of their finances.
2. Communicate with customers using effective questioning and listening skills to enable you to fully understand their individual and financial circumstances and needs.
3. Be passionate and care about offering our customers a service that is second to none.
4. Be confident and resilient with the friendly manner to quickly establish a rapport with our customers and build lasting relationships.
5. Demonstrate the ability to persevere in challenging and often complex situations and be able to work as part of a team is essential to this role.
6. Treat customers fairly and put them at the heart of all that you do.

You will have:

1. Excellent communication and mediation skills, with the ability to consult with our customers to fully understand their financial needs.
2. The ability to solve practical problems, ask probing questions, and collect the right information to provide customer-centric solutions.
3. A high level of self-motivation, resilience, and a positive attitude.
4. The ability to utilise multiple systems to explore your customer's needs and bespoke requirements.

In addition, ideally you will have:

1. Either a proven track record within a Financial Support role or experience in a customer-facing environment.

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.