AM VCIP Support

Handles general customer contacts in a contact centre environment, typically on multiple products and/or propositions. Provides high-quality service to achieve maximum customer satisfaction by ensuring the completion of the VCIP journey at first contact, where possible. Takes ownership and initiative to complete steps involved for resolution. Responsible for achieving individual key performance indicators whilst maintaining quality and compliance.

Principal Responsibilities:

• Impact on the Business: Video KYC enables customers to submit their KYC information through a video call from any place of their convenience, ensuring compliance, faster onboarding, and minimizing time to revenue.
• Video KYC facilitates improving the customer experience while saving on KYC cost.
• Customers / Stakeholders: Provides excellent customer service to customers by face-to-face interaction with a trained official to expedite the KYC process.
• Leadership & Teamwork: Acts as a role model for our Group Values and Behaviours (Open, Connected, Dependable), supporting colleagues and customers to deliver superior customer service through these values.
• Values diversity amongst the team.
• Operational Effectiveness & Control: Maintains HSBC internal control standards.
• Complete all mandatory and recommended LMS modules on time.
• Comply with all relevant AML regulations and Global Standards.
• Perform Customer Due Diligence as per the laid down guidelines in SOP.

Major Challenges:

• Changing performance parameters (e.g. scorecard changes).
• Understanding updates on procedural changes and compliance.
• Achieving customer excellence in every contact.

Role Context:

The role operates within WPB and interacts with HSBC local customers. The post holder must have the ability to deal with different processes, where applicable.

Management of Risk:

Maintain awareness of operational risk and minimize the likelihood of it occurring, including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

Observation of Internal Controls:

Maintains HSBC internal control standards and addresses audit points and/or any issues raised by regulators in a timely manner.

Fosters a compliance culture within the team, managing compliance risk and ensuring that the necessary training is completed.

Optimizes relations with regulators.

Role Dimensions:

The role is not authorized for any approvals outside of system-allotted entitlements.

Role Requirements / Education Qualifications / Certifications / Experience:

• Minimum graduation or as required for the role, whichever is higher.
• The role requires 1-2 years of experience in a voice process.
• Must be proficient in English and Hindi mandatorily as required by the process.
• Open to working flexible shifting schedules.
• Must be flexible, customer centric and able to thrive in a team environment, seeking feedback and being open to development.
• Takes pride in delivering what is promised in line with the customer and service expectations.
• Wants to do a good job, is concerned about getting it right for the customer and checks everything is in order.
• Ability to work in a high-volume, fast-paced environment is required.
• Proficiency with personal computers and basic software packages and specialized applications.
• Demonstrates excellent communication skills while remaining polite and approachable at all times.
• Displays patience and empathy.
• Mandatory to successfully complete Anti-Money Laundering and Sanctions training and post-course assessment, as required.
• Familiarity with AI-enabled tools is an advantage.