Client Service Associate

Who is HSBC Innovation Banking?

HSBC Innovation Banking is the power behind the UK’s forward-thinkers, future-makers, and leap-takers, helping them ignite the bold ideas that reshape our world. We offer flexible banking solutions for start-ups, scale-ups, growth businesses, investors and those working towards IPO typically within the technology and life science sectors.

Whether it’s comprehensive banking, managing cashflow, plans for buyouts or Strategic Fund Solutions, we power ideas at every stage of their journey. From the first-time founders to the funds that back them, and everything in between. We're proud to accelerate growth for our clients, create meaningful connections and communities, and open a world of global opportunity for entrepreneurs and investors alike.

Here’s to never standing still. Come and join us!

The team you’ll work with:

The HSBC Innovation Bank UK, Client Services team are at the heart our business. They provide the first point of access for all inbound client enquiries. The team interact with clients in the innovation economy by telephone and e-mail; primarily providing technical support and signposting for queries relating to cash management and debit/charge card related products.

The value you’ll add:

Working closely with our Sales, Product, Risk, Compliance and Operations teams you’ll be the glue that pulls our service proposition together.

Your broad knowledge of our full product suite will allow you to provide seamless end to end engagement for our clients, helping to drive efficiency, increase transparency, and ultimately promote a positive client experience that set us apart from the market. You help to make it easy for our clients to do business with us.

What you can expect to be doing:

Providing front line support, via email and telephone for all the HSBC Innovation Banking online payment and card channels.

Building effective relationships with our clients, Relationship Managers, Product Managers, and Business Operations teams to ensure you understanding our client’s business and priorities.

Identifying operational efficiencies and promoting self-service opportunities where appropriate.

Tailoring your service approach according to client needs to influence positive ‘client satisfaction’ survey responses.

Signposting customer driven complaints to the complaints team.

The experience you need:

Solid experience in either banking operations or a prior client facing role where interaction is via telephone or e-mail.

Solid written and verbal communication skills, with a proven ability to explain complex issues and convey information in an empathetic, articulate, and professional manner.

Strong interpersonal, analytical, problem solving, organisational, prioritisation, decision-making, and conflict resolution skills.

Strong collaboration and partnering skills and experience with a broad range of technical and business operations stakeholder to provide a seamless delivery to our clients.

Where you’ll be based:

Our home office in Finsbury Square, London. We offer hybrid working to all our employees, so you can flex between home and the office.

Equal Employment Opportunity

HSBC Innovation Banking is an equal opportunities employer. We support inclusive practices within our assessment process. If you need any specific support or adjustments, please highlight to your Recruiter or via your application.