HSBC Bank Armenia CJSC

Job description:

HSBC is one of the world’s leading banks, with a network covering 62 countries and territories. Our size and global reach mean we offer many ways for you to develop your career. We look for people who think, see and do things differently and who can represent and relate to our diverse global customer base. We want candidates who are motivated, curious, courageous, collaborative and dedicated.

We employ, develop and promote employees based on merit and provide a supportive and inclusive working environment. We want HSBC to be a place where everyone can be themselves and achieve their potential. Our aim is to have a diverse workforce so we can respond to the needs of our customers and develop better products and services.

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Job responsibilities

In this role you will need to:

• Provide a range of suitable services and products to customers by all digital channels of HSBC (Internet, mobile, phone, ATM);
• Accurately and promptly resolve customer queries and requests;
• Effectively question and listen to customers to be able to fully understand their financial circumstances and needs;
• Be prepared to help customers in understanding the variety of ways to bank (Internet, mobile, phone, ATM) that will best suit their needs;
• Be proactive in attracting new customers;
• Effectively collaborate with team members and other colleagues to ensure good customer experience and needs fulfilment;
• Understand and continue to develop own knowledge of operational risk, legal and regulatory requirements and operating procedures and practices;
• Process customer instructions and transactions accurately;
• Treat all customers fairly;
• Be available to work night hours if required (with appropriate allowance as additional benefit).

Required qualifications

To be successful in this role, you should meet the following requirements:

• Be ready to work flexibly as the role is involved in dynamic shifts as well as night shifts as department provides 24/7 service;
• Passion about continuously ensuring a superior customer experience;
• Ability to consistently deliver a personalized, friendly and efficient customer service at all times;
• Proficiency in providing a high quality telephone banking and internet/ mobile banking support services when interacting with customers over the phone;
• Ability to provide fully comprehensive and professional information on Bank products, services and ongoing promotion campaigns;
• Ability to handle and process customer telephone banking and internet/ mobile banking support services requests;
• Strong communication/ negotiation skills which will enable him/ her to engage in effective conversations with customers over the phone and to build strong professional rapport;
• Ability to maintain and develop knowledge of products and procedures and ensure that all enquiries are handled in line with internal policies and procedures and make sure regulatory requirements are fully met;
• Confidence; drive; inner energy;
• Experience of working with rules and regulations is preferable;
• Ability to work independently and take responsibility for decisions and actions;
• Excellent knowledge of Armenian, Russian and English languages.

Required candidate level: Junior

Additional information