Bilingual Contact Centre Service and Sales

Opening up a world of opportunity.

We're a financial services organization serving more than 40 million customers across the globe through our Wealth & Personal Banking, Commercial Banking and Global Banking & Markets businesses.

We’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of new opportunities for our customers, our people and our communities.

Wealth and Personal Banking

We help clients to manage, protect and grow their wealth. We offer a range of services from personal banking, mortgages and loans to investment, savings, and wealth management products. Our international network and breadth of expertise enables us to support individuals, families, business owners, investors, and entrepreneurs around the world

About the role

As a Contact Centre Service and Sales Representative, you play a crucial part in our customer’s banking experience.

You are part of a team that rotates shifts to accommodate business needs. Shifts vary between 6:30 am and 1:00 am EST Monday to Friday, and 9:00 am and 5:00 pm EST on Saturday and Sunday. These can be done flexibly through a hybrid working model (home and office) allowing you to balance work and life. You will be supported through quality, regulatory, and compliance training to help you meet the team’s performance targets.

**Responsibilities**:

- Identify and understand basic customer needs to complete transactions and resolve issues quickly and efficiently via telephone
- Build and maintain positive relationships with customers by providing efficient and professional customer service
- Be a second level escalation point for handling more complex issues
- Be a referral point for signing authority and approvals
- Deliver fair outcomes through orderly and transparent operation of financial markets
- Provide guidance to Operations Risk and Administration Associates, Personal Bankers, and Premium Bankers.
- Promote a team environment that supports diversity and reflects the HSBC brand
- Provide operational and administrative support to the Personal Financial Services business.
- Safeguard the bank by identifying and effectively addressing topics including Money Laundering, terrorist financing, sanctions, complaint handling, and reputational risks
- Be a Brand Ambassador for HSBC Bank Canada, delivering exceptional customer experiences

Requirements
- 6 months of relevant experience
- Effective skills in Microsoft Office
- Effective communication and customer service skills
- Excellent interpersonal skills to support the building of strong and diverse relationships
- Proven effective time management and organizational skills that
- Fluency in French and English

The language requirements for this position include French and English. The latter language is required to support inbound customer calls with a Canada-wide remit and connect with support teams globally, as described in this job posting and in compliance with Bill 96

HSBC Proud

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

If this is not the ideal role for you, we invite you to sign up here to our Talent Community so we can update you about job opportunities and career events in your area of interest. We are always looking for people with purpose and ambition who can help build the bank for the future.