If you're looking for a career where you can make a real impression, join Integral Service Center (GSC) HSBC and discover how valued you'll be.
HSBC is one of the largest banking and financial services organizations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realize their ambitions.
Role objective
Act as a
single point of contact
for
Commercial Cards
clients (Programme Administrators, Treasurers, Finance Managers),
owning complex queries and issues end-to-end
with a focus on
First Contact Resolution
, a
consistent client experience
, and effective coordination with internal teams (Operations, Fraud, in-country teams, Product, etc.).
Key responsibilities
End-to-end ownership of card issues
Take
full ownership
of Commercial Cards issues from initiation through to closure.
Be the "face" of HSBC/GPS for Commercial Cards matters and
coordinate
with other departments as required.
Provide
regular client updates
and holding responses where appropriate.
First Contact Resolution (FCR)
Aim to resolve enquiries at the
first point of contact
(via email, or via call/Zoom where needed).
Escalate and coordinate only when necessary, while retaining accountability for the case.
Stakeholder management and operational alignment
Build strong alignment across
Card Operations, Card Service Managers, Client Account Managers (CAMs), and the Contact Centre
.
Complement and support
Card Service Managers
and
CAMs
on card-related matters.
Client and internal advisory support
Support
GPS GB and CMB (CIB)




clients as the primary contact for Commercial Cards queries/issues.
Act as a
Services champion (Subject Matter Expert)
for RMs and Sales Managers (CMB/GBM), providing guidance to help structure transactions and service solutions.
Support for digital channels (e-Channels)
Provide technical guidance to clients for navigating tools such as
MiVision, Smart Data Gen, TSYS, Visa Interlink
, etc.
Client-facing connectivity
Where possible, engage via
video-enabled Zoom
, not only audio/emails, to enhance the client experience.
Quality, control, and compliance
Maintain a robust control environment; apply judgement to assess and mitigate
financial, documentary, credit, regulatory, and compliance
risks.
Log and manage
client complaints
, ensuring appropriate escalation to the GPS Cards business team.
Performance measures (indicative)
Client satisfaction
Resolution of client service issues
High Net Promoter Score
Process improvements suggested and implemented
Meeting/exceeding global and local service standards
Effective management and recording of client complaints
Role requirements
Languages
Intermediate Portuguese (written and spoken)
Basic English
Experience
Minimum 2–3 years in front-line service, handling complex queries
Knowledge
Good understanding of payments and commercial cards
Strong knowledge of back-end operational processes
Skills




Strong client-service mindset with front-line client engagement experience
Ability to own issues end-to-end and engage clients confidently (including via video)
High commitment to service excellence and relationship management
Strong interpersonal, influencing, and communication skills
Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritized.
At HSBC we offer our colleagues a greater number of days, so that they can fully enjoy their wedding, take care of the new member of the family, or grieve the loss of a family member. Our paid leave package is at the forefront in Mexico, now you have one more reason to be HSBC and proudly live a culture of well-being, balance and care.
HSBC is an equal opportunity employer 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. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc., We consider all applications based on merit and suitability to the role.
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 Electronic Data Process Mexico Private LTD

📌 Commercial Cards Client Support Specialist Portuguese (Xico)
🏢 HSBC Global Services
📍 Xico