Job Description

Job descriptionWe are currently seeking fresh Graduates to join the Contact Centre team in Wealth & Personal Banking as Apprentice for duration of 12 months.Role Purpose

• Handles general customer contacts in a contact centre environment typically on multiple products and or proposition.
• Provides high quality service to achieve maximum customer satisfaction by ensuring the completion of Video Customer Identification Process (VCIP) journey at first contact, where possible.
• Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

Principal Accountabilities

• Enable customers to submit their KYC information through a video call from any place of their convenience ensuring compliance, faster on-boarding and minimize time to revenue.
• Provide excellent customer service to customers by face to face interaction to expedite the KYC process.
• Act as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values
• Perform Customer Due Diligence as per the laid down guidelines in Standard Operating Procedure.
• Maintain awareness of operational risk and minimize the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations Functional Instruction Manual.
• Maintain HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.
• Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed.
• Optimize relations with regulators.

Requirements

• Graduation / Post-Graduation (Bachelorxe2x80x99s degree holder of an UGC recognised University and must possess mark sheets and provisional / Degree certificate of passing)
• Only Fresh Graduates within 0-5 years of completing their Bachelorxe2x80x99s degree can apply.
• Candidate should not have done any Govt. regulated Apprenticeship in past

Skills

• Must be proficient in language(s) required by the process
• Open to work in flexible shifting schedules
• Ability to work in a high-volume, fast paced environment is required
• Proficiency with personal computers and basic software packages and specialized applications
• Excellent communication skills

Additional Information

• The tenure of the Apprentice will be 1 (one) year as defined under Apprentices Act, 1961 and Apprenticeship Rules 1992 amended from time to time.
• All Apprentices engaged by the Bank will also be featured in NATS portal as an xe2x80x98Apprenticexe2x80x99. By virtue of them being covered under the provisions of the Act, a candidate profile will be created for each apprentice in the NATS portal, which will be available to them for viewing.
• On completion of the one-year Apprenticeship tenure, a Certificate of Proficiency will be issued to the apprentice by the Govt. of India, as applicable under the Act and the enrollment under the Apprenticeship Act will cease.
• All other clauses regarding the tenure of engagement as an Apprentice with HSBC will stand as mentioned in the offer letter issued by the Bank at the time of joining.

Youxe2x80x99ll achieve more at HSBC.HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.Issued by The Hongkong and Shanghai Banking Corporation Limited, India

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