Commercial Cards Client Support SpecialistFecha: 24 jul ****If you're looking for a career where you can make a real impression, join Global 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 objectiveAct as asingle point of contactforCommercial Cardsclients (Programme Administrators, Treasurers, Finance Managers),owning complex queries and issues end-to-endwith a focus onFirst Contact Resolution, aconsistent client experience, and effective coordination with internal teams (Operations, Fraud, in-country teams, Product, etc.).
Key responsibilitiesEnd-to-end ownership of card issuesTakefull ownershipof Commercial Cards issues from initiation through to closure.Be the "face" of HSBC/GPS for Commercial Cards matters andcoordinatewith other departments as required.Provideregular client updatesand holding responses where appropriate.Aim to resolve enquiries at thefirst 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 alignmentBuild strong alignment acrossCard Operations, Card Service Managers, Client Account Managers (CAMs),



and the Contact Centre.Complement and supportCard Service ManagersandCAMson card-related matters.Client and internal advisory supportSupportGPS GB and CMB (CIB)clients as the primary contact for Commercial Cards queries/issues.Act as aServices champion (Subject Matter Expert)for RMs and Sales Managers (CMB/GBM), providing guidance to help structure transactions and service solutions.Provide technical guidance to clients for navigating tools such asMiVision, Smart Data Gen, TSYS, Visa Interlink, etc.Client-facing connectivityWhere possible, engage viavideo-enabled Zoom, not only audio/emails, to enhance the client experience.Quality, control, and complianceMaintain a robust control environment; apply judgement to assess and mitigatefinancial, documentary, credit, regulatory, and compliancerisks.Log and manageclient complaints, ensuring appropriate escalation to the GPS Cards business team.Performance measures (indicative)Client satisfactionResolution of client service issuesHigh Net Promoter ScoreProcess improvements suggested and implementedMeeting/exceeding general and local service standardsEffective management and recording of client complaintsRole requirementsLanguagesFluent English (written and spoken)French is an added advantageExperienceMinimum 2-3 years in front-line service,



handling complex queriesKnowledgeGood understanding of payments and commercial cardsStrong knowledge of back-end operational processesSkillsStrong client-service mindset with front-line client engagement experienceAbility to own issues end-to-end and engage clients confidently (including via video)High commitment to service excellence and relationship managementStrong interpersonal, influencing, and communication skillsDue 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.
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📌 Commercial Cards Client Support Specialist (Xico)
🏢 Hsbc
📍 Xico