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Description

The GPS Production Support Client Service Specialist is responsible for providing strong service focused support to our clients when they have channel and connectivity related issues that are impacting their ability to perform day to day activities. The GPS Production Support Client Service Specialist with HSBC is a seasoned professional with a deep understanding how our clients do business with the bank, with a strong focus on customer connectivity and GPS products.

• Accountable for post-implementation client satisfaction providing a positive and professional client experience when they experience any type of Channel related issue.

• Continuously adapt to balance and prioritise different demands for all customers of the bank while managing requirements from multiple stakeholders

• Monitor metrics and performance indicators of service levels and develop and implement remedial actions as needed.

• Must be comfortable in joining customers on calls from a consultative approach to fully understand the challenges they may be facing.

• Engage and work cross functionally with various internal partners (Operations, Technology, Sales and the RM) coordinating client interactions relating to existing GPS business. Must be flexible and willing to go outside work assignment boundaries to ensure their client’s satisfaction.

Production Support Client Service Specialist Responsibilities

• Visibility of and ultimate oversight for all production support case activity as it directly relates to the customer they are supporting in the moment. Direct accountability and responsibility to field and resolve complex service inquiries

• Work along side their service colleagues to provide an exceptional customer experience as it pertains to customer Channel related issues.:

• Reduce time to resolution

• Where applicable, educate customers on best practice recommendations

• Measure and maintain exceptional client experience as identified by the customers

• Identify and action red flags before they become client-identified issues

• Escalated point of contact for service in support of clients and other internal stakeholders supporting the clients

• Build excellent working relationships with our internal partners (Product, IT, Business Production Support) to coordinate global remediation with counterparts (or designated production support contacts) in other regions and act as the central global contact point for production support escalated issues

For this role, HSBC targets a fixed pay range between $62,500 and $93,700.

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

At HSBC, our overall goal is to provide a competitive Total Reward Package, with an appropriate mix of fixed pay, and variable pay, as part of an employee’s overall total compensation and benefits. Variable pay generally takes the form of discretionary, annual awards (sometimes referred to as a “bonus”). Additionally, HSBC offers a wide range of competitive and flexible benefits designed to help you improve your health and well-being, finances, and lifestyle.

Qualifications

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

• Strong knowledge of GPS products and services or other relevant industry expertise

• Excellent time management, planning and organizational skills

• Strong focus on client experience and client success; ability to connect the dots between the role and customer impact

• Provide an excellent client experience by looking at every interaction from the client’s point of vew

• Ability to manage a high workload

• Excellent analytical skills and attention to details

• Ability to mobilize internal stakeholders and resources to quickly understand and resolve client issues

• Excellent interpersonal skills and abilty to interact and build relationships with internal and external stakeholders

• Be adaptable to and advocate for organizatonal change

• Continuously look for innovative ways to improve business outcomes and add value to clients, stakeholders and colleagues

• Evaluate customer information to identify and achieve ways to differentiate and improve the client experience and ensure client success

• Actively engage with colleagues across HSBC to ensure that all clients needs are met at the first point of contact

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

• Support beyond normal business hours due to business needs

• Strong working knowledge of file formats, both on a domestic and international level.

• Strong investigative skills. Must understand the flow of customer transactions through the bank.

• Must have a strong working knowledge of our Digital platforms and systems.

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming, diverse and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

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All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.

Job Field: Commercial Banking

Primary Location: North America-United States-New York-Depew

Req ID: 0000JFOH