Customer Service Research Representative Job Details
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| Customer Service Research Representative (Ref: 89808) |
| Sector, Sub Sector: |
Other
|
| Compliance Type: |
Regulatory/Compliance
|
| Expertise: |
-
|
| Company: |
HSBC
|
| Location: |
Depew
,
New York
|
| Employment Type: |
Permanent
|
| Job Description: |
Make the Right Move and join a winning team! Build your career with us. HSBC - North America is a part of HSBC Group, one of the largest banking and financial service organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities. Responsible for receiving and responding to written customer inquires and requests related to all customer/account information. Inquires and responses may include but are not limited to loan payments, account payoffs, escrow, account information updates, payment calculations, etc. Performs necessary research associated with written customer correspondence to resolve customer complaints, problems or issues. Perform clerical duties necessary to support inquiry resolution and follows operational and policy guidelines in task execution. Position is familiar with product offerings to ensure best customer/product fit and provides additional product information when appropriate. Apply compliance; maintain HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators; adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards, policies and practices; report issues and operational loss events. Abide by human resources and other HSBC policies in support of our ethical and respectful work environment. Complete other responsibilities, as assigned. Perform all duties of the entry level position. Work under general supervision. Receive external or internal customer written inquiries. Handles inquires beyond basic level. Performs necessary review and necessary research of account/product information and provides prompt response/resolution to inquires, complaints or problems. Makes record/account adjustments as appropriate. Interface with other departments in researching and resolving customer issues and inquiries. Remain familiar with product offerings that will aid customer. Provide alternative product information where appropriate. Perform technical tasks requiring thorough knowledge of business and product offerings and departmental procedures. Calculate semi-complicated mathematical problems and compiling information and/or preparing daily reports of a basic nature and specific to business. Continue to learn new and more complex functions of the department to effectively perform the duties and responsibilities of the position. Provide support to coworkers as necessary to ensure completion of daily activities. Recognizes potential operational issues and may initiate suggestions for proper solutions. Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Promote an environment that supports diversity and reflects the HSBC brand. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Basic Qualifications: - High school graduate or equivalent experience
- Minimum one year previous customer service experience in call center or high call volume department
- General clerical work knowledge
- Excellent oral and written communication skills
- Proven competency in use of PC with intermediate knowledge level of MS Office applications, i.e. Word and Excel (Should require a minimum typing speed)
- Demonstrated ability to work in high volume department
- Proven problem solving and research skills
- Specific business knowledge and industry certification may be required
|
| Job Ref No: |
89808
|
