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 appr

📌 Cards Client Service Portuguese (Ciudad de México)
🏢 Hsbc
📍 Ciudad de México