Echannel Support Specialist

Role Purpose 

Echannel Support Senior is responsible for handling Ebics and Elyspc contracts related queries such as contracts’ creations, modifications and cancellations received via email but also through dedicated systems. Also responsible for handling demands related to Ebics and Elyspc electronic flows via phone and email from both customers and other departments in a helpdesk environment. The queries are to be handled in accordance with HBFR procedures and HSBC values and standards by providing high quality service to achieve maximum customer satisfaction within the specified Service Level Agreements (SLA’s).

Principal Accountabilities: 

Impact on the Business/Function 

• Lead an open, professional written and oral communication with the customers, stakeholders and internal teams aiming to resolve even challenging inquiries to get customer’s satisfaction in line with the guidelines set
• Build professional, trusted relationships and supportive work environment with colleagues in all areas
• Respond promptly to time sensitive and often high value queries, and escalations from both other departments and direct from clients.

Measure

1. Reviewing ongoing aged queries, ensuring items are actioned as appropriate and providing feedback where necessary.
2. By achieving a high net promoter score and positive commentary from the in-country PCM team, line managing and clients.
3. By investigating accurately and identifying and handling queries to the client’s satisfaction.
4. By keeping clients fully informed of progress throughout the life cycle of a query.
5. By prioritising work effectively in order of importance and urgency and handling it in accordance with procedures.

• Demonstrate a sound knowledge of the payment industry and its associated processes and systems.

Measure

1. Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.

• Assistance in the retention the client and respond positively increasing the likelihood of new business from the client.

Measure

1. Responding and resolving the majority of payments related queries using knowledge of systems, procedures and internal contacts within the bank.

• Assistance in the retention the client and respond positively increasing the likelihood of new business from the client.

Measure

1. Feedback from internal and external stakeholders.

 Customers / Stakeholders 

• Receive/make calls/Emails from/to customers and other departments
• Act effectively on all customer feedback
• Ensure that the customer issues / problems are effectively investigated and resolved.
• Proactively escalate to the Line Management any issues / transactions that would impact service delivery or potential loss to the bank
• Respond to mails/queries related to process timely with a cc to the Line Manager
• Ensure no Ops Losses (Actual, Potential or Near Misses) are incurred due to the errors made
• Exceeds expectations of internal and external customers

Leadership & Teamwork 

• Manages day to day process related activities for self
• Work productively, professionally and demonstrate ways to improve customer service.
• Regularly contributes to professional and supportive work environment by building a professional, trusted relationships with other Team members and colleagues in all areas
• Ensures swift and clear communication to the stakeholder
• Fosters development of co-workers
• Acquire and update knowledge on procedures related to relevant processes

Operational Effectiveness & Control 

• Meet targets on productivity and accuracy as per the targets and metrics defined for the process.
• Instructions/requests to be correctly interpreted understood and implemented.
• Ensure that the process related procedures are implemented as per the process manuals.
• Ensure that fraud/errors/irregular transactions (if any) are identified and escalated.
• Ensure that the process requirements are met, adhered to, completed in accordance with established procedures and standards set.

Work well independently; complete assigned tasks in the established timeframe as per the process benchmarks.

Major Challenges 

Respecting deadline and providing high quality customer service, cooperating with French Business and other teams/departments involved.

Role Context 

• Excellent communication skills – Written & Verbal - French and English
• Attention to detail
• Proven track record of strong focus towards high levels of Quality and Customer Service
• Ability to multi-task, depending on the criticality of the tasks.
• Self-motivated and should be able to work under minimal supervision.
• Good team player
• Flexibility to work in different shifts
• Strong Relationship building skills
• Quick Learner

Management of Risk 

The jobholder will continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring.

Also by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls