Processor Account Serving & Maintenance Court Orders At HSBC
Principal responsibilities
To continuously provide high quality processing services to achieve maximum customer satisfaction within the specified Service Level Agreements.
Continuously enhancing process and proactively bringing new innovation ideas
Ensure completion of processing tasks in accordance with established procedures and standards.
Demonstrates ways to improve customer service, increase productivity and accuracy.
Work well independently; complete assigned tasks within the established timeframe, complete regular assignments without reminders or additional requests.
Demonstration of team-work through processing requirement and participation in meetings, activities which promotes team spirit.
Adherence to Group core standards, compliance, regulatory, internal security and process standards at all times.
To be aware of the operational risk that associated with the role, and to ensure that all actions during the employment with HSBC take account of the likelihood of operational risk occurring
To have a tight control on operational losses, potential fraud through strong internal audit and staff feedback mechanisms
Work is processed/completed within agreed timescales in accordance with procedures
Process productivity and quality targets are achieved. Issues/problems are fully resolved or escalated. Appropriate action is taken to prevent recurrence
Procedural changes/new initiatives are fully familiarized and implemented. Consistently maintain a high level of customer service by achieving established Performance Level Agreement
Consistently update and improve procedures relating to overall day to day processing.
Maintain equipment, systems and general work environment in good condition and ensure that issues/problems are escalated immediately to Assistant Manager
Provide service excellence and quality driven to ensure customer satisfaction
Participation in customer centric quality campaigns/initiatives to increase quality awareness and customer centered.
Awareness of individual/department performance targets and achievements
Self-development through soft skill training, personal development plans, cross training into other queues and performance management reviews
Maintain HSBC internal control standards, and be aware of the need to implement compliance policies and of operational risk scenarios associated with your role.
Qualifications
Requirements:
Skills
Ability to understand written English & Arabic language
Ability to understand and interpret numeric data
Flexibility to work shifts
Attention to details
Basic computer knowledge
Ability to maintain focus while working with voluminous data
Ability to multi task
Committed to equal employment opportunities
Ability to build rapport with people
What additional skills will be good to have?
Previous experience with Back office is preferred
Familiar with Legal terms in Arabic language
Handling extra tasks along with day to day normal work
Legal background as position will be dealing with regulatory authoritie.