Client Support Executive- Apprentice

Skills this role screens for

About the role

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

The work

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.

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

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

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

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

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

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

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

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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.

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

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

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

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

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

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

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Timely reporting of discrepancies and expedite resolution for the same.

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Manage the trade relationships of select clients.

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Promote digital penetration.

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

Who they want

Requirements

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Graduate.

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Good understanding of trade finance, ICC rules, FEMA and RBI guidelines (preferably CDCS).

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A high level of communication and coordination skills is required, as the jobholder must interact with both clients and internal departments (i.e. Client Management).

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