Customer Financial Support Specialist

Are you looking for career where you really can make a difference?

When our customers face financial difficulty and uncertainty, they need an empathetic and considered approach to help them plan for their future - this is where you come in. As one of our telephony Financial Support Specialists you’ll have the confidence and curiosity to really get to understand a customer’s full and often complex financial situation so you can provide the right solutions to help them. Yes, it’s a demanding role but one where you will have the satisfaction of knowing that you have really made a difference for someone to take their first step towards resolving their financial difficulties.

You’ll be a poised communicator but a good listener too and have an appreciation of the issues people can face in their daily lives. As you’ll be assisting our customers with secured products such as mortgages, you’ll also bring a good understanding of the full mortgage journey and the products available.

What you get in return:

As an HSBC employee in the UK, you will have access to tailored professional development opportunities and a competitive pay and benefits package. This includes private healthcare for all UK-based employees, enhanced maternity and adoption pay and support when you return to work, and a contributory pension scheme with a generous employer contribution.

We will provide you with all the learning and development you need to be successful, starting with an initial 6-week comprehensive face-to-face training in the office.

We offer hybrid working but the base location for this role is Birmingham. Our full-time, contact centre, colleagues will have rotational shifts of Monday to Friday 8AM to 6PM* and one in three Saturday’s 8AM to 4PM working 35 hours per week.

In this role you will:

•    Help customers regain financial health by providing them with the tools to take control of their finances.
•    Communicate with customers using effective questioning and listening skills to enable you to fully understand their individual and financial circumstances and needs. 
•    Be passionate and care about offering our customers a service that is second to none. 
•    Be confident and resilient with the friendly manner to quickly establish a rapport with our customers and build lasting relationships. 
•    Demonstrate the ability to persevere in challenging and often complex situations and be able to work as part of a team is essential to this role. 
•    Treat customers fairly and put them at the heart of all that you do.

You will have:

•    Excellent communication and mediation skills, with the ability to consult with our customers to fully understand their financial needs. 
•    The ability to solve practical problems, ask probing questions, and collect the right information to provide customer centric solutions. 
•    A high level of self-motivation, resilience, and a positive attitude.
•    The ability to utilise multiple systems to explore your customer’s needs and bespoke requirements.
In addition, ideally you will have
•    Either a proven track record within a Financial Support role or experience in a customer facing environment

Opening up a world of opportunity

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