Client Service Specialist.

Ownership of card issues - Completely own card related issues. The service specialists will be the face of HSBC/GPS for card issues and liaise with the different departments where required. Card specialists will ensure constant updates and holding responses as appropriate. First Contact Resolution - Whilst there will be instances where card service specialists will have to coordinate with different teams, the endeavour will always be to drive first contact resolution, either through email and or where required via call/zoom. Creation of synergies between card operations, card service managers, client account manager, and contact centre. Compliment / support card service manager and client account manager - The card service specialist will be complimenting the CSS and CAMs for card related issues as appropriate. Connectivity - The jobholder will where possible engage the client through zoom video calls and not just through audio / emails. Basic Portuguese and English language is necesary - speaking and writing Fairly good understanding of payments, and commercial cards. A passion for serving clients and managing clients, front line client engagement experience Ability to own issues, to be able to be in front of a client (via Video) and take ownership High commitment to service excellence and client relationship management Strong knowledge of back end operational process Strong interpersonal, influencing and communication skills Experience in customer service in a front-line role, including complex query handling.