Client Support Executive- Apprentice (12 Months)

HSBC is hiring for the role of Client Support Executive!

Responsibility

• Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures an end to end completion of transaction processing.
• Ensure transaction does not break down for want of any document and internal approval.
• Arrange necessary internal approvals and tracking deferrals to facilitate the straight through processing and minimize the breaking down of transactions
• Address customer complaints and ensuring their effective resolution with high-quality customer service and appropriate flexibility, balancing the client relationship and business costs.
• Monitor E-helpline and raise / resolve customer queries, assigning them to relevant teams and ensuring complete resolution upto satisfaction.
• Facilitate preparation of forms/documentation for customers for client on-boarding.
• Answer incoming customer calls/emails for general and transaction-specific trade enquiries.
• Conduct proactive call backs to customer for payment instructions, confirming exchange rate, informing customer regarding insufficient funds, dispatch details and advice discrepancies etc.
• Follow up with clients, group offices, MO, Sales and various authorities. E.g. Follow up of PO / Export advance payments / Overdue finance bills (INR/FCY), BEF, XOS, FIRC, EDPMS & IDPMS Reconciliation, Unaccepted import collection bills, disposal      instructions for export proceeds, for payment follow ups with overseas group offices etc.
• Co-coordinate and liaison with MO, Sales and Product teams for various transaction related day to day activities and ensures the maximum output.
• Contribute in process / guidelines roll-out by way of Team Meetings to ensure effective understanding of the process and guidelines
• Acquire knowledge and enhance business understanding, thereby support the development of a cohesive team and building an internal knowledge database
• Act as trusted transaction advisor for clients, building and strengthening close relationships with these clients. When appropriate, accompanies Client Managers on customer visits.
• Arrange regularly meeting with clients every quarter and understanding their trade requirements.
• Monitoring Exports and local dispatches and ensuring documents are dispatched on time.
• Timely reporting of discrepancies and expedite resolution for the same.
• Managing 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 and minimize the likelihood of it occurring.