Client Support Executive- Apprentice

HSBC is hiring for the role of Client Support Executive – Apprentice (12 Months)!

Responsibilities of the Candidate:

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Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures an end-to-end completion of transaction processing. -

Ensure transaction documents are not held back for want of any document and internal approval. -

Arrange necessary internal approvals and track pending referrals to facilitate straight-through processing and minimise the breaking down of transactions. -

Address customer complaints and ensure effective resolution with high-quality customer service and appropriate flexibility, balancing the client relationship and business costs. -

Monitor E-mail/Helpline and raise/resolve customer queries, assigning them to relevant teams and ensuring complete resolution up to satisfaction. -

Facilitate preparation of forms/documentation for customers for client onboarding. -

Answer incoming customer calls/emails for general and transaction-specific trade enquiries. -

Conduct proactive call-backs to customers for payment instructions, confirming exchange rates, informing customers regarding insufficient funds, dispatch dates and advice discrepancies, etc. -

Follow up with clients, group offices, MO, Sales and various authorities. Follow up on PO/Export advance payments/Overdue finance bills (INR/FCY), BEF, XOS, FIRC, EDPMS and IPMS reconciliation, unaccepted import collection bills, postal instructions for export proceeds, payment follow-ups with overseas Group offices, etc. -

Co-coordinate and liaise with MO, Sales and Product teams for various transaction-related day-to-day activities and ensure maximum output. -

Contribute to process/guidelines roll-out by way of team meetings to ensure effective understanding of processes and guidelines. -

Acquire knowledge and enhance business understanding, thereby supporting the development of a cohesive team and building an internal knowledge database. -

Act as a trusted transaction advisor for clients, building and strengthening client relationships. When appropriate, accompany Client Managers on customer visits. -

Arrange regular meetings with clients every quarter and understand their trade requirements. -

Monitor exports and local dispatches and ensure documents are dispatched on time. -

Timely reporting of discrepancies and expedite resolution for the same. -

Manage the trade relationships of select clients. -

Promote digital penetration. -

Maintain HSBC internal control standards, implement and observe Group Compliance Policy, and maintain awareness of operational risk while minimising the likelihood of it occurring.