EVENING ADVANCE ANALYST – NEW HIRE

Description

Job Summary: Represent the institution by delivering outstanding Spanish-language telephone service to Advance customers, providing customized and specialized financial solutions with high quality standards. Key Highlights: 1. Exceptional telephone service with a strong focus on customer satisfaction. 2. First-contact resolution and achievement of financial targets. 3. Promotion of an inclusive culture and teamwork. **EVENING ADVANCE ANALYST – NEW HIRE** **Purpose of the Role** Represent the institution through outstanding Spanish-language telephone service as required, establishing an effective communication channel with our Advance customers to resolve their explicit or implicit financial needs at first contact, delivering personalized and specialized service for debit cards, credit cards, and digital banking with a high quality standard — exceeding both customer and business expectations in service and sales by offering value-added options such as unsecured loans, protection products, promotions, and any other products added to the strategy. **Key Responsibilities** * Exceed customer expectations by delivering excellent telephone service — clearly, effectively, and respectfully — in accordance with customer requirements regarding debit accounts, credit cards, and digital banking, as well as emergency international services, while meeting all key business performance objectives. * Ensure first-contact resolution in every customer call. * Achieve financial targets for Borrowing, Revolving, and Insurance by profiling our customers, presenting offers, and handling objections to successfully place our products. * Guarantee product placement is executed with excellent quality and full compliance with current regulations. * Ensure high operational efficiency in all processes performed, with meticulous attention to detail and minimal operational error. * Remain trained and up-to-date on business processes, services, and changes — including access methods — by completing assigned courses and any other required learning. * Remain vigilant to promptly detect and escalate potential fraud patterns. * Adhere strictly to scheduled login times, logging in punctually. **Leadership and Teamwork** * Encourage and promote an empathetic and respectful approach toward peers and leaders. * Take clear, positive actions in all tasks, demonstrating motivation and drive to fulfill commitments. * Identify opportunities for improvement and/or contingencies, reporting them promptly to direct leaders. * Propose process and/or service improvements. * Promptly follow up on instructions and requests from leaders. * Share knowledge, learning, and best practices to ensure continuous improvement. * Proactively engage in dialogue with leaders regarding any request, concern, grievance, or problem to jointly identify the best possible 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. * Basic Microsoft Office suite skills. **Other Competencies** * Analytical ability. * Results orientation. * Sales and negotiation skills. * Assertive communication and fluency. * Excellent customer service. * Proactivity. * Adaptability. * Enthusiasm and positivity. * Accountability. * Commitment. * Resilience. * Competitive spirit. * Honesty and reliability. At HSBC, we expect our people to treat each other with dignity and respect, building 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, ongoing employee development, and safeguarding our employees’ 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 leading-edge in Mexico.** **Now you have one more reason to be HSBC and proudly embrace a holistic culture of wellbeing, balance, and self-care.”.