Client Experience Associate

About the Company

HSBC, one of the world’s largest banking and financial services organizations, serves millions of customers across Europe, Asia, North America, Latin America, and the Middle East and North Africa. With a rich history of over 150 years, HSBC is committed to connecting customers to opportunities, enabling businesses to thrive, and helping people fulfil their hopes and realise their ambitions. We are building a diverse and inclusive workforce and are committed to creating a workplace where every employee feels valued and respected.

Job Description

We are seeking a highly motivated and customer-centric Remote Client Experience Associate to join our dynamic team. This is a 100% remote position, offering you the flexibility to work from your preferred location within Kowloon City, Hong Kong. In this role, you will be the first point of contact for our valued clients, providing exceptional support, resolving inquiries, and ensuring a seamless and positive banking experience across various digital channels. You will play a crucial role in building strong client relationships and upholding HSBC’s reputation for outstanding service. This position requires excellent communication skills, a proactive approach to problem-solving, and a deep understanding of client needs in a fast-paced financial environment.

Key Responsibilities

• Serve as the primary remote contact for clients, addressing inquiries and resolving issues efficiently and courteously via phone, email, and chat.
• Provide accurate and comprehensive information regarding HSBC products and services.
• Guide clients through digital banking platforms and troubleshoot technical issues related to online services.
• Identify and escalate complex client issues to appropriate internal departments for resolution.
• Maintain detailed and accurate records of client interactions and transactions.
• Collaborate with internal teams to enhance client satisfaction and improve service delivery processes.
• Stay informed about new products, services, and policies to provide up-to-date information to clients.
• Adhere to all regulatory compliance requirements and internal policies.
• Proactively identify opportunities to improve the client experience and contribute to team goals.

Required Skills

• Minimum 1 year of experience in a customer service or client-facing role, preferably in financial services.
• Excellent verbal and written communication skills in English and Cantonese.
• Strong problem-solving abilities and attention to detail.
• Proficiency with customer relationship management (CRM) software and digital communication tools.
• Ability to work independently and manage time effectively in a remote work environment.
• Demonstrated empathy and a strong commitment to client satisfaction.
• Comfortable navigating and explaining digital banking platforms.

Preferred Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field.
• Experience in a remote client support role.
• Familiarity with financial products and services offered by major banks.
• Proficiency in Mandarin Chinese is a plus.

Perks & Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health and wellness benefits package.
• Generous paid time off and holidays.
• Extensive training and professional development opportunities.
• Employee assistance program.
• Access to exclusive employee banking benefits.
• Flexible remote work environment with a strong focus on work-life balance.
• Opportunity to work with a global leader in financial services.

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