Client Support Executive - Apprentice (12 Months)

Principal Responsibilities:

• Holds overall ownership of trade transactions of Premium/Standard Trade Clients and ensures an end-to-end completion of transaction processing.
• Ensure transaction does not break down for want of any document and internal approval.
• Arrange necessary internal approvals and tracking deferrals to facilitate the straight-through processing and minimize the breaking down of transactions.
• Address customer complaints and ensuring their effective resolution with high-quality customer service and appropriate flexibility, balancing the client relationship and business costs.
• Monitor e-helpline and raise / resolve customer queries, assigning them to relevant teams and ensuring complete resolution up to satisfaction.
• Facilitate preparation of forms/documentation for customers for client onboarding.
• Answer incoming customer calls/emails for general and transaction-specific trade enquiries.
• Conduct proactive callbacks to customer for payment instructions, confirming exchange rate, informing customer regarding insufficient funds, dispatch details and advice discrepancies, etc.
• Follow up with clients, group offices, MO, Sales and various authorities. E.g. follow up of PO / Export advance payments / Overdue finance bills (INR/FCY), BEF, XOS, FIRC, EDPMS & IDPMS reconciliation, unaccepted import collection bills, disposal instructions for export proceeds, for payment follow-ups with overseas group offices, etc.
• Co-coordinate and liaise with MO, Sales and Product teams for various transaction-related day-to-day activities and ensures the maximum output.
• Contribute in process / guidelines roll-out by way of team meetings to ensure effective understanding of the process and guidelines.
• Acquire knowledge and enhance business understanding, thereby support the development of a cohesive team and building an internal knowledge database.
• Act as trusted transaction advisor for clients, building and strengthening close relationships with these clients. When appropriate, accompanies Client Managers on customer visits.
• Arrange regular meetings with clients every quarter and understanding their trade requirements.
• Monitor exports and local dispatches and ensure documents are dispatched on time.
• Timely reporting of discrepancies and expedite resolution for the same.
• Manage the trade relationships of select clients.
• Promote digital penetration.
• Maintain HSBC internal control standards, implement and observe Group Compliance Policy and maintain awareness of operational risk and minimize the likelihood of it occurring.

Role Requirements / Education Qualifications / Certifications / Experience:

• Graduate
• Good understanding of trade finance, ICC rules, FEMA & RBI guidelines (preferably CDCS).
• A high level of communication/coordination skill is also required as the jobholder must interact with both clients and internal departments (i.e. Client Management).
• Pro-Tip: Familiarity with AI-enabled tools is an advantage.

As an employee, you are required to perform your duties in a professional capacity exercising independent judgement, discretion and decision-making authority in planning, organising, directing work, supervising and appraising the work of team members, as applicable; and taking accountability for delivery outcomes. You will represent the organization with relevant internal and external stakeholders. You will allocate and prioritize work, provide direction and feedback, manage team capacity and leave in line with policy as applicable.

Additional Information:

The tenure of the Apprentice will be 1 (one) year as defined under Apprentices Act, 1961 and Apprenticeship Rules 1992 amended from time to time. All Apprentices engaged by the Bank will also be featured in NATS portal as an 'Apprentice'. By virtue of them being covered under the provisions of the Act, a candidate profile will be created for each apprentice in the NATS portal, which will be available to them for viewing. On completion of the one-year Apprenticeship tenure, a Certificate of Proficiency will be issued to the apprentice by the Govt. of India, as applicable under the Act and the enrollment under the Apprenticeship Act will cease. All other clauses regarding the tenure of engagement as an Apprentice with HSBC will stand as mentioned in the offer letter issued by the Bank at the time of joining.