Contact Center Representative I - Commercial Banking

Handle inbound customer contacts for HSBC Commercial Banking in a polite, friendly manner, resolving issues at first contact where possible. Deliver promised service aligned with customer expectations, conduct customer needs analysis, and offer value-added products and services (e.g., Advance, loans, mortgage, core banking, cards). Maintain service quality for medium-complexity cases through ongoing training, and escalate issues appropriately to ensure customer understanding and loyalty.