Contact Centre Sales Service Representative (Must speak : EN/Cantonese)

HSBC - Toronto, ON (30+ days ago)

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Global Vision. Local Focus.

Things really are different here. A career with HSBC in Canada is truly an experience that few financial service organisations can match. Here you will find yourself inspired and supported by colleagues whose daily responsibilities cross time zones, continents and cultures. You will be motivated to aim for your highest aspirations, and enjoy the rewards of belonging to a diverse and growth-driven culture.

Canada is a priority market for HSBC. We remain focused on growing customers locally with our unique products, and we offer a full suite of solutions developed from our global connectivity and network. HSBC has the institutional strength, capacity and commitment to support our Canadian client’s requirements here and around the world. Employees who thrive at HSBC are service focused, entrepreneurial and driven. They show collaborative spirit and a quest for continuous improvement, while having the industry expertise and business acumen to deliver.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide through our branch network, call centres, and digital and mobile banking. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division.

A day in the life of an Client Services Representative include the following:

Provide exceptional client services and ensure client satisfaction by attending to clients’ needs in an efficient and professional manner. Take ownership of all calls and resolve/follow-up all client issues accordingly as well as pro-actively identify and analyze customer needs and cross-selling opportunities to ensure high client service levels, growth and retention of business.

Principle Accountabilities:
Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
Maintain strong relations with HSBC colleagues and act as liaison between areas
Promote an environment that supports diversity and reflects the HSBC brand.
Adhere to policies, standards and procedures established by the Firm and regulatory bodies.
Strive for continuous improvement in client service as measured by Quality Call Standards.
Achieve and maintain strong industry product knowledge through mandated continuing education requirements. Maintain solid understanding and awareness of internal policies, procedures and new initiatives
Ensure that all employees are aware of and effectively identify and manage applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.
Complete other responsibilities, as assigned.


Knowledge & Experience / Qualifications:
Completion of a post-secondary education
Completion of the Canadian Securities Course (CSC) and Conduct and Practices Handbook Examination (CPH) are an asset
Currently registered with the Investment Industry Regulatory Organization of Canada (IIROC) is an asset
Completion of/in the process of completing the Derivatives Fundamental and Options Licensing Course (DFOL) is an asset
Working knowledge of the fundamentals/techniques of equity, fixed income, option, and mutual fund trading, and the applicable rules & regulations sufficient to trade securities for the public
Working knowledge of the marketplace, including current conditions & trends in the Canadian & U.S. stock and bond markets
Previous experience working directly in a highly client driven environment, typically acquired with at least 6-12 months experience in a call center environment
Additional business language skills in Cantonese and/or Mandarin is preferred
Well-developed organization and prioritization skills. Proven ability to juggle multiple tasks within a dynamic deadline environment
Demonstrated tact and diplomacy
Demonstrated high-level customer service oriented approach
Willingness to work flexible & extended hours is required
Sales Experience is an asset

HSBC Proud

In 2016, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine for the fifth consecutive year.

Here are some of the reasons why:
Career Development: Within current role, as well as Canadian and international opportunities
Company Reputation: Offering prestige, strength, and longevity
Business Growth: Underpinned by our drive, and the highest banking standards
International Connectivity: Opportunities build global relationships and professional networks
A diverse workforce: Reflecting our belief that diversity of thought, background and perspective make HSBC a stronger organization
Corporate Sustainability: We build our business for the long term by balancing social, environmental and economic considerations in the decisions we make

Learn more about HSBC

HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the leading international bank in the country. We help companies and individuals across Canada to do business and manage their finances internationally through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management. HSBC Group - one of the world’s largest banking and financial services with assets of US$2,492bn at 30 June 2017. Linked by advanced technology, HSBC serves customers worldwide through an international network of around 3,900 offices in 67 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa.