• HSBC Bank Jobs | Payments Customer Service Executive - French, Egypt

    HSBC Bank Jobs | Payments Customer Service Executive - French, Egypt

    Location: Egypt

    Job Description

    Activities that involve Manual & Semi-automated Payments, Cheque Payments, Bills, etc. would fall under this job role.

    The purpose is to continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s) in accordance with procedures.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Voice processes concerning payment orders from HSBC customers – Outbound calls with customers conducted according to scripts and rules with appropriate customer care

    • Fraud detection, annihilation any fraud attempt

    • Working on different requirements systems

    • Authorization seeking with branch concerning: account restrictions, liquidity availabilities, signature verification High Risk Countries, call-backs, etc.

    • Identify and escalate any issues effectively which have any impact of the SLA/Quality to appropriate parties.

    • Co-operation with team members and stakeholders

    • Updating the procedures/manuals – upon Team Leader / Manager request

    • Co-operation in solving all complaints issues connected to payment activities

    • Providing practical training and support for new joiners/cross-trained staff

    • Active participation in initiatives which may lead to process simplification or automation

    • Other responsibilities might be assigned by Management Team.

    • Impact on the Business/Function

    • Acquire and update knowledge on procedures and products

    • Ensure that each work is completed in accordance with established procedures and standards.

    • Identify and escalate potential showstoppers

    • Support achievement of team objectives

    • Exhibit ownership of the business

    • Adhere to all the audit requirements including but not limited to: Declaration of Secrecy/Data Protection Act/Health Safety and Security/Clear Desk Policy/ Other Process Specific Audit requirements/ Compliance issues/requirements and Undertake process specific checks, where ever applicable

    • To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

    • Respect cut off times

    • Observations of Line Manager

    • Instances of external errors

    • Findings reported by internal/external/functional control

    • Customers / Stakeholders

    • Process customer instructions accurately to achieve agreed quality standards and targets (as amended or notified from time to time) on all the processes worked

    • Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank

    • Respond to mails/queries related to process timely with a cc to the Line Manager

    • Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made

    • Internal/external quality reported by Line Manager

    • Instances of potential losses

    • Leadership & Teamwork

    • Contribute to the creation of a supportive work environment driven by people centric values

    • Build professional relationships with colleagues in other areas

    • To be supportive in meeting business needs / challenges

    • Flexibility in shift timings / process changes / supporting business as per the business working calendar

    • Completion of mandatory trainings

    • Active participation in center wise events

    • Participation in learning sessions

    • Operational Effectiveness & Control

    • Flexible to work in multiple queues / processes and perform as per the set standards and support all COE level initiatives

    • Performance - quality and quantity of the service delivered in line with the Group's standards and regulations

    • Act effectively on all internal / External Feedback - No repeat errors (including complaints; service failures; operational losses-potential; near miss; actual, questions to repair/referral)

    • Cross trained on multiple processing queues

    • Quality at the agreed SLA level

    • Productivity targets to be achieved

    Job Requirements

    • Communicative English language skills (B2/C1 – minimum)

    • Fluent French language skills

    • Analytical reasoning capabilities

    • Strong interpersonal skills

    • Excellent communications skills

    • Systems skills

    • Strong organizational skills

    • Ability to work within international environment

    • Ability to work under time pressure

    • Attention to detail

    • Strong Relationship building skills

    • Excellent communication skills

    • Self-motivated and able to work under minimal supervision

    • Good team player

    • Flexibility to work in different shifts

    Job Details

    Company: HSBC

    Employment Type: Full-time

    Job Location: Cairo, Egypt

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