Customer Solutions Specialist

Job description

Some careers grow faster than others. If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Within International Wealth and Premier Banking (IWPB), we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth.

Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking and Insurance. We are currently seeking ambitious individuals to join our International Wealth and Premier Banking (IWPB) team in the role of Customer Solutions Specialist, working together with colleagues to define, manage and achieve divisional business targets.

Responsibilities

• Conduct outbound telemarketing calls to existing bank customers with the objective of cross-selling suitable financial products – Cards, Personal Financing, CASA, Premier (upgrade & cross-sell).
• Achieve daily KPIs (e.g., number of calls, talk-time, submissions) and meet or exceed monthly performance expectations (PE).
• Identify and maximize sales opportunities through effective customer engagement and needs-based selling.
• Proactively work with Team Managers, Customer Acquisition to plan, execute and optimize sales activities, ensuring alignment with business priorities.
• Provide professional and customer-centric sales interactions that align with customer needs.
• Ensure accurate product information and disclosures in line with regulatory and compliance requirements.
• Handle customer objections professionally and escalate complex cases when necessary.
• Contribute positively to a collaborative and supportive team environment.
• Share product knowledge, successful sales techniques, and best practices with peers.
• Participate actively in training, coaching sessions, and team huddles to improve performance.
• Adhere to call scripts, sales guidelines, and process requirements to ensure compliance.
• Maintain accurate call and sales records in contact centre systems.
• Ensure all customer data is handled securely and in line with data protection standards.

Requirements

• Min SPM qualification, Diploma/Degree in any field or equivalent sales experience would be an added advantage.
• A team player with an energetic and flexible working style
• Strong interpersonal and communication skills with the ability to engage with customer effectively
• Proven ability to work under pressure and meet sales KPIs in a fast-paced environment
• Multilingual ability (English, Bahasa Malaysia and/or Mandarin) to cater to diverse customer segments Due to local laws and governance, candidates with immediate right to work locally and no relocation need will be prioritized.

You’ll achieve more when you join HSBC. www.hsbc.com/careers Opening up a world of opportunity HSBC is committed to building a culture where all employees are valued, respected and opinions count.

We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by HSBC Bank Malaysia Berhad