US Contact Center Premier Specialist

HSBC is a global bank committed to opening up a world of opportunity. They are seeking a US Contact Center Premier Specialist to provide expert service support in chat channels for Premier and Private Bank clients, ensuring customer satisfaction and effective resolution of queries. Responsibilities Provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible Maintain attention to detail and high accuracy in directing and navigating customers to appropriate resolutions in a timely manner Adhere to chat procedures and guidelines, takes ownership and initiative to complete necessary research and customer follow up or direct the customer to the appropriate department for resolution Maintain a working knowledge of regulations to identify risk or fraudulent activity to protect both the customer and the bank Handle multiple banking products (credit card, internet banking, deposits) Generate customer loyalty through strong knowledge of key products and services Be responsible for achieving individual targets and goals within a team-based environment Act as a role model for our Group values and behaviors (Open, dependable, Connected) supporting colleagues and customers to deliver superior customer service through these values Value diversity, inclusion and collaboration amongst the team and different departments, and acts as a mentor to assist new joiners as required Skills Minimum of high school diploma or General Educational Development Test Customer centric and have the ability to thrive in a team environment seeking feedback and open to development Take pride in delivering what is promised in line with the customer and service expectations Ability to work in a high-volume, fast paced environment Proficiency with personal computers and basic software packages Excellent communication skills, as well as be a team player Benefits Wellness Hub Industry-leading volunteerism policy Generous matching gift program Comprehensive program of immersive Sustainability and Climate Change Initiatives Employee Resource Groups Company Overview HSBC is a banking and financial services organization that offers a range of services such as investment banking and asset management. It was founded in 1865, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is