Service & Sales Representative Contact Centre (bilingual FR/EN)

HSBC - Montréal, QC (4 months ago)

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HSBC Bank Canada, a subsidiary of HSBC Holdings plc, is the largest and leading international bank in Canada. HSBC serves customers worldwide through an international network of around 3,800 offices in 66 countries and territories in Europe, Asia, North and Latin America, and the Middle East and North Africa

We help companies and individuals across Canada to manage their finances through three global business lines: Commercial Banking, Global Banking and Markets, and Retail Banking and Wealth Management.

It’s this global connectivity that you will find yourself inspired and collaborating with colleagues not just locally but also across continents and cultures.

About Retail Banking & Wealth Management

Retail Banking and Wealth Management serves millions of customers worldwide, helping them manage their day – to day finances and save for the future. We also connect institutional and retail clients with investment opportunities through our Global Asset Management division. We are committed to building long-term relationships with our customers, offering products and services to help them reach their goals and aspirations. We continue to exponentially grow our market share in Canada year on year.

Key Objectives for Contact Centre Service & Sales Representative:

To provide operational and administrative support and quality standards to the PFS business. Overall nature of work is of low to moderate complexity.

Principle Accountabilities:
Exceeds expectations in terms of speed, certainty and efficiency of response.

Identify and understand basic customer needs in order to complete transactions and resolve issues quickly and efficiently.

Act as second level escalation for handling more complex issues as well as a referral point for signing authority and approvals.

Maintain superior and courteous service to internal and external contacts.

Ensure branch or work area is maintained in accordance with HSBC standards.

Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.

Promotes and contributes to team-based approach in completing tasks and meeting internal and external customer needs.

Provide guidance to ORA Associates, Personal Bankers and Premium Bankers.

Participates in quality, regulatory and compliance training in order to meet performance targets.

Promotes an environment that supports diversity.

Demonstrates Group capabilities.

Promote an environment that supports diversity and reflects the HSBC brand.

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:
Secondary school graduation.
Must be fully bilingual in written and spoken communication in French and English
At least 6 months experience in a call center environment.
At least 1 year experience in customer facing role.
Must be available on weekends and week days between 7am - 11pm; on rotation shifts
Professional appearance and attitude.

Team player and development minded.

Strong communication (verbal and written), customer service and interpersonal skills.

Ability to learn and operate new software and technology.

Detailed orientated with good time management and organizational skills.

Ability to multi-task.

Knowledge of HSBC’s products and services.

Knowledge of HSBC’s policies, practices, and procedures.

Previous customer service / banking industry experience an asset.

Ability to handle large volumes, tight turnarounds and multiple deadlines.

Some experience with conflict resolution required.

Ability to work independently.

Understands / speaks second language is an asset.

HSBC Proud

In 2018, HSBC Bank Canada was named one of the “Best 50 Corporate Citizens” in Canada by Corporate Knights magazine. HSBC was also the first company to be recognized as a top performer in gender diversity within the financial services sector, as part of a new Corporate Knights initiative to recognize leaders in this space.

Join HSBC, and benefit from the following:
Career Development: Within your 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 and impact: Build global relationships and be a part of international initiatives

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