Advanced Banking Specialist

If working for an award-winning bank, loved by its people as much as its customers appeals to you then look no further than first direct. If you have a passion for delivering excellent customer service in a career driven environment, then you’ve come to the right place.

We are looking for people who are passionate, dedicated and ready to go above and beyond, in the thick of it, helping first direct to drive forward its ambition to really challenge the challengers.

In this role, you will:

•    Process a multitude of servicing requests such as general or more complex banking enquiries, payment queries, all aspect of ISA processing and queries and account closures - all in a timely and efficient manner, often via telephone calls with the customer.
•    Support our customers through more complex banking queries, such as challenging or locating a payment, Standing Orders, Direct Debits, statements, and other account maintenance activities
•    Provide multi channel support for all aspects of the Advanced Banking journeys
•    Make time critical EFT and TFX payments, and handle any associated queries
•    Work to resolve daily tasking queries, as well as support the wider business via our MS Teams Helpdesks
•    Liaise between the cluster and wider HSBC areas, as well as between third party external companies
•    Continually evaluate processes and procedures to support improved efficiency and effectiveness of operations.

To be successful you will:

•    Have proven skills and experience within a contact centre and/or banking environment and the ability to apply your knowledge of systems, processes and procedures to fulfil customer needs.
•    Confidently communicate with a variety of stakeholders, providing guidance on regulations and internal policies, ensuring that all work is processed in accordance with the established and documented procedures.
•    Use your sound judgement to make decisions and to problem solve.
•    Ensure a focus on accuracy and quality and be curious and inquisitive about identifying new ways of working and enhancing the customer journey.

Our department operates: Monday to Friday, 8am-7pm, Saturday and Sunday, 10am- 4pm.  Shifts will include some evening and weekend working.

This is a hybrid working role, with the base location of Leeds.

The role will require you to undertake 12 weeks of training across various elements, where you will be required to attend our office location, interspersed with periods of embedding into the role, which will be hybrid working. This will be a total period of approximately 52 weeks.  

Please ensure your CV includes all relevant experience of working within a contact centre and/or bank.

Being open to different points of view is important for our business and the communities we serve. At HSBC, we’re dedicated to creating diverse and inclusive workplaces. Our recruitment processes are accessible to everyone - no matter their gender, ethnicity, disability, religion, sexual orientation, or age.

We take pride in being part of the Disability Confident Scheme. This helps make sure you can be interviewed fairly if you have a disability, long term health condition, or are neurodiverse.

If you’d like to apply for one of our roles and need adjustments made, please get in touch with our Recruitment Helpdesk:

Email: hsbc.recruitment@hsbc.com
Telephone: +44 207 832 8500