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Distribution Officer – Product Telephony Team Agent

Location: Hybrid – Birmingham

What you’ll do

The role of a Distribution Officer – Product Telephony Team Agent is to provide an outstanding service, by taking ownership of customer’s Non-Digital Account Opening requests, which includes Premier.

Providing support to our customers by answering any specific product queries, with speed, accuracy, certainty, and empathy, whilst ensuring risks are mitigated is essential.

Educate our customers to enable them to use our digital platforms, giving them a choice of how they wish to bank with us, increasing their ability to self-serve. Furthermore, actively raising fraud awareness, allowing customers to protect themselves.

Agents will also identify and support those who are in potentially vulnerable situations or have more complex needs ensuring financial inclusion for all.

Members of the Distribution Officer – Product Telephony Team Agent team are passionate about delivering an outstanding customer experience, and will work to the extent of their ability, to provide the right outcome every time. They can hold a conversation and have a genuine passion for going above and beyond for customers, being truly customer obsessed.

Within this role you will

• Provide exceptional service, through telephone and video interactions, whilst working in a busy fast-paced contact centre.
• Adhere to our policies and procedures, whilst eliminating risks.
• Have the technical ability to use multiple systems with pace and efficiency.
• Process Applications for Non-Digital Account Opening Journeys, maintaining a high degree of accuracy with excellent attention to detail.
• Demonstrate excellent communication skills, enabling you to engage in holistic establishing needs conversations, whilst building strong and trusting relationships.
• Excellent time management and organizational skills to proactively manage the diary to ensure maximum capacity of customer appointments are achieved and service level agreements are met.
• Play a key role in educating our customers around HSBC products, services and alternative digital banking platforms.

To be successful in this role the below is desired but not essential

• Diverse thinking that challenges the status quo; and enabling inclusivity, to enhance the execution of our Distribution strategic priorities.
• Personal financial services and banking experience or equivalent.
• A track record of delivering strategically aligned service and outcomes for internal/external customers.
• Evidence of adherence to risk management frameworks, tools, and controls.
• A proven problem solver, with a forward-thinking mind set.
• A track record of change adoption improving the experience for customers and supporting the delivery of our strategic outcomes.

You’ll achieve more when you join HSBC.

HSBC is committed to being an inclusive employer and providing an inclusive and accessible recruitment process for all. We will provide reasonable adjustments to remove any disadvantage to you being considered for this role. We are proud members of the Disability Confident Scheme, and will offer an interview to disabled candidates who meet the minimum criteria for the role. If you would like to receive any information in a different way or would like us to do anything differently to help you apply for our roles, please contact our Recruitment Helpdesk:

Email: [email protected]

Telephone: +44 2078328500.