Retention Specialist

-Job description

**Some careers have more impact than others.**

If you’re looking for a career where you can make a real impression, join HSBC and discover how valued you’ll be. 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.

Contact Centre Business plays a central role in maintaining our reputation as a leader in banking in Hong Kong. It serves as a vital channel in ensuring successful business development while addressing customers’ different financial needs and delivering quality banking service to our millions of customers through multiple touchpoints including inbound and outbound calling activities. The value of Contact Centre Business continues to grow as it cultivates collaboration and improved financial services provision across a broad range of our business areas.

We are currently seeking a high calibre professional to join our team as a **Retention Specialist.**

**Principal Responsibilities**
- We are looking for a dynamic retention specialist to help us retain our core customer base to increase loyalty and retain businesses or services
- In this role, you will deal directly with our customers over the phone to find out what issues they are facing, how we may improve our products or services, and how to retain their business
- To be successful as a retention specialist, you should have big picture thinking, excellent customer relationship skills, and excellent needs identification skills. Ultimately, a top-class retention specialist is able to overall customer loyalty and value by creating lasting bonds with customers

This role will encompass the following:

- Communicating with customers directly
- Analysing customer behaviour, identify opportunities to build loyalty, recommend solutions
- Gathering information about customer’s feedback and improve customer experience
- Developing and executing aggressive retention strategies based on customer feedback
- Identify and respond to customers’ needs by introducing/referring all sales opportunities to the appropriate teams or departments, maximizing cross selling opportunities
- Take ownership of enquiries to resolve issues on first contact, and where necessary, direct customers to the appropriate department online and/or verbally to provide an engaging and proactive service
- Increase customer value and loyalty through a suite of recommended solutions
- Follow through on customer requests and take up of products based on their needs whilst maintaining the customer experience
Requirements
- Experience in banking primarily retail products. Sales though not compulsory, will have an advantage to succeed in this role
- Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development
- Must be able to see problems differently and make unexpected connections to retain and build existing core base of customers
- Takes pride in delivering what is promised in line with the customer and service expectations
- Have a positive, can-do attitude with a desire to get things right first time every time, and works around limitations
- Can use their own initiative with the ability to focus on the important details to deliver a high-quality professional service
- Excellent communication skills
- Problem solving and Decision-making skills including a desire to do things better, to identify and set and strive for stretching goals

To be considered for this role, the relevant rights to work in Singapore is required.

**You’ll achieve more when you join HSBC.**

Issued by The Hongkong and Shanghai Banking Corporation Limited.