Job Description
If you’re looking for a career where you can make a real impression, join Global Service Center (GSC) HSBC and discover how valued you’ll be.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
Role objective
Act as a single point of contact for Commercial Cards clients (Programme Administrators, Treasurers, Finance Managers), owning complex queries and issues end-to-end with a focus on First Contact Resolution, a consistent client experience, and effective coordination with internal teams (Operations, Fraud, in-country teams, Product, etc.).
Key responsibilities
- End-to-end ownership of card issues
- Take full ownership of Commercial Cards issues from initiation through to closure.
- Be the “face” of HSBC/GPS for Commercial Cards matters and coordinate with other departments as required.
- Provide regular client updates and holding responses where appropriate.
- First Contact Resolution (FCR)
- Aim to resolve enquiries at the first point of contact (via email, or via call/Zoom where needed).
- Escalate and coordinate only when necessary, while retaining accountability for the case.
- Stakeholder management and operational alignment
- Build strong alignment across Card Operations, Card Service Managers, Client Account Managers (CAMs), and the Contact Centre
- Complement and support Card Service Managers and CAMs on card-related matters.
- Client and internal advisory support
- Support GPS GB and CMB (CIB) clients as the primary contact for Commercial Cards queries/issues.
- Act as a Services champion (Subject Matter Expert) for RMs and Sales Managers (CMB/GBM), providing guidance to help structure transactions and service solutions.
- Support for digital channels (e-Channels)
- Provide technical guidance to clients for navigating tools such as MiVision, Smart Data Gen, TSYS, Visa Interlink, etc.
- Client-facing connectivity
- Where possible, engage via video-enabled Zoom, not only audio/emails, to enhance the client experience.
- Quality, control, and compliance
- Maintain a robust control environment; apply judgement to assess and mitigate financial, documentary, credit, regulatory, and compliance risks.
- Log and manage client complaints, ensuring appropriate escalation to the GPS Cards business team.
Performance measures (indicative)
- Client satisfaction
- Resolution of client service issues
- High Net Promoter Score
- Process improvements suggested and implemented
- Meeting/exceeding global and local service standards
- Effective management and recording of client complaints
Role requirements
Languages
- Intermediate Portuguese (written and spoken)
- Basic English
Experience
- Minimum 2–3 years in front-line service, handling complex queries
Knowledge
- Good understanding of payments and commercial cards
- Strong knowledge of back-end operational processes
Skills
- Strong client-service mindset with front-line client engagement experience
- Ability to own issues end-to-end and engage clients confidently (including via video)
- High commitment to service excellence and relationship management
- Strong interpersonal, influencing, and communication skills
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.
At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
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 HSBC Electronic Data Process Mexico Private LTD
