Client Service Specialist

If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be. 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 Client Service Specialist.

Role Purpose:

The Service Specialist supports liquidity and cash management queries for across the spectrum of Global Payments Solutions (GPS) customers including Financial Institutions, Multi-National Corporations and Local Corporates. They provide service and query management end to end for all GPS products.

Main Activities:

1. Open daily cases to track inquiries and manage cases to resolution within agreed timeline.
2. Resolve assigned cash management inquiries for all payment types (wire transfers, ACH, checks, RTP), commercial cards, statements, billing, reporting, receivables, and other core cash management services.
3. Monitor active case dashboard; resolve any/all identified issues promptly and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
4. Ensure that the process productivity, quality, and customer experience requirements are met in accordance with standards set.
5. Protect sensitive client and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy.
6. Ensure all activity documentation is complete to provide performance tracking.
7. Complete other responsibilities, as assigned.
8. Establish and maintain excellent working relationships with the key HSBC stakeholders.
9. Strong written and oral communication skills.
10. Ability to adapt to changing priorities while managing requests from multiple stakeholders.