Who are HSBC Innovation Banking?
We’re the power behind the UK’s forward-thinkers, future-makers and leap-takers, helping them ignite the bold ideas that reshape our world. We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO.
Whether it’s comprehensive banking, managing cashflow, plans for buyouts or Global Funds Banking, we power ideas at every stage of their journey. From the first-time founders to the funds that back them and everything in between. Here’s to never standing still. We're proud to accelerate growth for tech and life science businesses, create meaningful connections and open a world of global opportunity for entrepreneurs and investors alike.
Client Service Advisor – HSBCnet & Digital Channel Trainer
| The Client Service Advisor (CSA) specialising in HSBCnet and Channel products plays a pivotal role in the training and upskilling of new and existing clients on a wide array of digital/online product and service offerings provided by HSBC Innovation Banking.
Client Service Advisors (CSA) also serve as the primary contact for telephone and email requests including technical support for HSBC Innovation Banking clients relating to Cash Management and Debit/Charge Card related products.
CSAs are responsible for understanding, researching and/or escalating a variety of client service and/or operational enquiries. Many HSBC Innovation Banking clients will be global, so setting client expectations and delivering consistent follow up with them is a critical deliverable in this role.
The CSA is accountable for delivering a one-stop client experience and ensuring seamless coordination when other colleagues are engaged.
CSAs have to demonstrate experience in the ability to identify and resolve client problems/issues, and product and service issues. CSAs have accountability for understanding and adhering to bank policies and procedures, complying with legal and regulatory requirements are also critical components in this role. Collaboration with other CSA colleagues and operational support teams is imperative to delivering on the client experience and satisfaction, and ultimately contributing to the company-wide net promoter score (NPS) targets and objectives.
CSAs must be able to assess client service situations, direct solutions, and provide a high level of proactive follow-up to clients. They must be articulate and able to discuss all of the bank’s primary products and services comfortably with clients. They develop relationships through outstanding service support to HSBC Innovation Banking clients and represent the brand. |
Responsibilities:
· Being available to train and demonstrate HSBCnet to new and existing HSBC Innovation Banking clients.
· Working in conjunction with the Onboarding team to provide training on HSBC Innovation Banking’s digital/channel offerings to ‘new to bank’ clients.
· Continually reassessing the digital/channel onboarding process through to implementation and work closely with other stakeholders to identify efficiencies.
· To help educate and train HSBC Innovation Banking colleagues on HSBCnet.
· Maintain close liaison with key stakeholders including, but not limited to, Product and Client Management to ensure a positive client experience and to provide input to the strategic direction of the business, the functionality and launch of new digital products and services.
· When there are no training requests, provide real-time technical support to HSBC Innovation Banking clients, via email and telephone, navigating all internal partnerships and activities throughout the enquiry to deliver an accurate and timely service.
· Form strong client relationships through regular verbal communication, understanding our client’s business and priorities.
· Client advisory through proactive analysis, identifying operational efficiencies, repair reduction and self-service opportunities.
· Tailoring your service approach according to client needs to influence positive ‘client satisfaction’ survey responses.
· Prompt hand-off to the Complaints team of any client driven complaint received.
