Senior Advisor - Collections

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62

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 realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Advisor – HBUK Collections

In this role, you will:

• Perform inbound and outbound telephony collections activity on delinquent accounts 1 to 180 days past due across products including Retail Bank Accounts, Credit Cards, Personal Loans, Commercial Accounts and Mortgage Products.
• Take ownership of customer outcomes to reduce dissatisfaction, improve satisfaction, and support operational efficiency through constructive challenges to processes, policies and strategies.
• Make decisions and exercise judgement on accounts in relation to:
• Default and demand status
• Vulnerability cases, managing these end-to-end without call hand-off
• Forbearance and rehabilitation solutions that may have a financial impact on customers
• Complete full affordability assessments and provide clear, well-reasoned recommendations that support sustainable repayment and account rehabilitation.
• Signpost customers to appropriate support channels where required.
• Deliver first-touch/one-touch resolution, managing the customer’s circumstances at first point of contact wherever possible.
• Ensure achievement of Collections targets at an individual and team level.
• Meet required call quality standards and individual performance metrics at or above the benchmark set.
• Apply the highest levels of due diligence and maintain compliance with internal and external policies, procedures, and regulatory and conduct obligations.

• Communicate professionally and clearly with customers and colleagues by telephone and in writing, including handling complaints and complex scenarios.
• Work collaboratively with colleagues and be cross-product trained across the brand where required.

To be successful in this role, you should meet the following requirements:

• The main responsibility is to assess the current financial circumstances of our customers who are going through a period of financial difficulty and provide fair outcomes.
• Provide well-reasoned solutions to fully rehabilitate their accounts and/or signpost them to appropriate sources for support.
• The role will be providing affordability assessments and recommendations for a variety of solutions whilst minimizing any credit risks, fraud, regulatory and conduct risks.
• The jobholder will have regular contact with customers and colleagues, on the telephones and in writing and must be able to communicate professionally in English. This will include the need to resolve complaints and more complex scenarios.
• Work closely with customers who are in financial difficulties in order to deliver appropriate solutions.
• The role holder handles the customers’ circumstances at first point of contact (first touch/one touch resolution) and is responsible for adherence to all of the regulatory requirements within their charge.

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

The chosen candidate for this role will be required to undergo enhanced vetting. Subject to local laws, this will require the individual to satisfactorily pass a series of additional checks as part of the recruitment process and on an ongoing basis, if appointed to the role. HSBC Group reserves its position with regard to any steps which it may take in relation to any material adverse findings which arise either when the checks are originally completed, and/or if relevant, on an ongoing basis. For more information about the enhanced vetting for this role please contact the recruiter for this role.

You’ll achieve more when you join HSBC.

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 HDPP