US CONTACT CENTER PREMIER SPECIALIST

About the role

US Contact Center Premier Specialists provide expert service support in all of HSBC’s chat channels. Representatives service Premier and Private Bank clients in a fast-paced environment on a wide variety of topics, including international and domestic account opening support, digital navigation, unsecured lending guidance, payment expertise, and deposit servicing. As Conversational Banking is the strategic service channel of the bank and continues to grow, staffing this team is vital to ensure customers receive efficient, high-quality service.

Responsibilities

• Provide high-quality service to achieve maximum customer satisfaction by resolving queries at first contact where possible.
• Maintain attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner.
• Adhere to chat procedures and guidelines, take ownership and initiative to complete necessary research, and follow up with customers or direct them to the appropriate department for resolution.
• Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank.
• Handle multiple banking products (credit card, internet banking, deposits).
• Generate customer loyalty through strong knowledge of key products and services.
• Achieve individual targets and goals within a team-based environment.
• Act as a role model for HSBC’s Group values and behaviors (Open, Dependable, Connected), supporting colleagues and customers to deliver superior service.
• Value diversity, inclusion, and collaboration among teams and departments, and mentor new joiners as required.

Qualifications

• Minimum of a high school diploma or General Educational Development (GED) Test.
• Customer-centric mindset with the ability to thrive in a team environment, seek feedback, and remain open to development.
• Ability to deliver on commitments in line with customer and service expectations.
• Experience working in a high-volume, fast-paced environment.
• Proficiency with personal computers and basic software packages.
• Excellent communication skills and a team-player attitude.

Benefits

• Access to tailored professional development opportunities to build skills for today and tomorrow.
• Competitive pay and benefits package, including a robust Wellness Hub.
• Industry-leading volunteerism policy, generous matching gift program, and comprehensive Sustainability and Climate Change Initiatives.
• Opportunity to join Employee Resource Groups, which play a central role in networking and development at HSBC.

Applicants must be legally authorized to work in the U.S., as HSBC will not engage in immigration sponsorship for this position. The final fixed pay offer will depend on the candidate’s role responsibilities, skill set, depth of experience, education, licensing/certification requirements, internal relativity, and specific work location.