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Job Summary: Represent the institution by delivering excellent bilingual and specialized telephone service to Premier clients, offering financial solutions and products to high-quality standards. Key Highlights: 1. Bilingual (English/Spanish) and specialized telephone service 2. First-contact resolution for financial needs 3. Continuous professional development and teamwork **Purpose of the Role** Represent the institution through excellent telephone service in English or Spanish as required, establishing an effective communication channel with our Premier clients to resolve their explicit or implicit financial needs at first contact, delivering personalized and specialized service for debit cards, credit cards, and digital banking — all to a high quality standard — thereby exceeding customer and business expectations in service and sales by offering value-added options such as unsecured loans, protection products, and promotions. **Key Responsibilities** * Exceed customer expectations by delivering excellent telephone service — clearly, effectively, and respectfully — aligned with client requirements regarding debit accounts, credit cards, and digital banking, as well as international emergency services, while meeting all key performance objectives for the business. * Ensure first-contact resolution on every client call. * Achieve financial targets for Borrowing, Revolving, and Insurance by profiling our clients, presenting offers, and handling objections to successfully place our products. * Guarantee high-quality product placement in full compliance with all applicable regulations. * Ensure high operational efficiency in executed processes with meticulous attention to detail, minimizing operational errors. * Maintain up-to-date knowledge and skills on business processes, services, and access methods by completing assigned training courses and any other required learning. * Remain vigilant to promptly detect and escalate potential fraud patterns. * Adhere strictly to scheduled login times by logging in punctually. **Leadership and Teamwork** * Encourage and promote an empathetic and respectful approach toward peers and leaders. * Demonstrate clear, positive actions in all tasks, showing motivation and drive to fulfill commitments. * Identify opportunities for improvement and/or contingencies and report them to your direct leader. * Propose process and/or service improvements. * Promptly follow up on instructions and requests from your leaders. * Share knowledge, learnings, and best practices to ensure continuous improvement. * Proactively initiate conversations with your leader regarding any request, concern, dissatisfaction, or issue to jointly identify the optimal response or solution. **Functional Knowledge** * Knowledge of bank products and services, including debit accounts, credit cards, digital services, international services, and sales products. * Proficiency in institutional systems. * Proficiency in Microsoft Office suite (basic level). * **Conversational English** **Other Competencies** * Analytical ability. * Results-oriented mindset. * Sales and negotiation skills. * Assertive communication and fluency of speech. * Excellent customer service orientation. * Proactivity. * Adaptability. * Enthusiasm and positivity. * Accountability. * Commitment. * Resilience. * Competitiveness. * Honesty and reliability. At HSBC, we expect our people to treat each other with dignity and respect, fostering an inclusive culture that promotes equal opportunity. Our values define who we are as an organization and what sets us apart: we value difference, advance together, take responsibility for our actions, exercise sound judgment, do the right thing, and make things happen. At HSBC, we are committed to gender equality and providing ongoing training for our employees, as well as protecting their labor and social rights. We want you to join our team! Discover what it’s like to work with us!" **https://youtu.be/zjrWwmYbXqo** “At HSBC, we offer our colleagues additional paid days off to fully enjoy their wedding, care for a new family member, or grieve the loss of a loved one.” Our paid leave package **is industry-leading in Mexico.** **Now you have one more reason to be HSBC and proudly embrace a holistic culture of wellbeing, balance, and self-care.”.
