Job Description

Job Title: INM Voice Collections

To continuously provide high quality processing service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA's). Responsible for relationship building and resolving customer queries / issues in a professional manner (where applicable). Other responsibilities dependent on process assigned to. Receives customer calls in a call center environment. Responsible for relationship building and account management while resolving customer inquiries in a professional manner. Takes ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution.

In this role, you will

• Responsible for one’s own performance. Required to ensure that the service levels are maintained at its optimum level
• Relationship building would be the focus of the role with an approach to improve on existing services provided
• Additional privileges and authority would be provided for the specified role. However, the job holder is restricted to the privileges provided within the process and should be abided by the procedures governing the same. The Assistant Manager Operations (Line manager) would be overseeing the day-to-day operational aspects and would also be seen as the mentor for personal development

Leadership & Teamwork

• Support achievement of team objectives.
• Participate in development of cohesive teams.
• Foster development of co-workers.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Build professional relationships with colleagues in other areas.

To be successful you will:

• Ability to speak and understand English fluently
• Ability to write business letters and reports.
• Excellent conversational/ telephone skills.
• Ability to learn quickly, retain and transfer knowledge appropriately.
• Ability to understand and interpret numeric data.
• Ability to build rapport with and relate to a wider range of people

Others

• To abide by the Group Compliance Policy by containing compliance risk in conjunction with the relevant Compliance Department. The term compliance embraces all relevant laws, rules and codes with which the business has to apply.
• To continually re-assess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures, management restructures, and the impact of new technology in conjunction with the donor Group companies.

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You’ll achieve more at HSBC

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 Processing (India) Private LTD***