Commercial Cards Client Support Specialist Portuguese
Mexico City, Mexico · On-site
Mid level$16B raised
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…
Skills: Client Service, Portuguese Language, English Language, Commercial Cards, Payment Systems
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…
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 opp…
Aguascalientes City, Aguascalientes, Mexico · On-site
Mid level$16B raised
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Please note this job advertisement is only available in Spanish. To view the job, select ‘Español - ES’ from the language selector in the page menu. HSBC México, ofrecemos oportunidades para desarrollar una carrera profe…
Please note this job advertisement is only available in Spanish. To view the job, select ‘Español - ES’ from the language selector in the page menu. En HSBC México, ofrecemos oportunidades para desarrollar una carrera pr…
In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed. Our purpose – Opening up a world…
In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. HSBC may engage in immigration sponsorship for this position if needed. This is an analytical role focus…
Skills: Excel, Communication, Organizational skills, Python, R
If you’re looking for a career where you can make a real impression, join our Global Service Center (GSC)- HSBC and discover how valued you’ll be. We are currently seeking an experienced professional to join our team in …
Manager, Funds and Discretionary Services - Private Banking Operations
Kowloon City, Hong Kong Island, Hong Kong S.A.R. · Hybrid
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Manager, Fund Administration (AVP), Markets & Securities Services
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Associate Director, Client Transition Mgr., Prime Brokerage
New York, New York, United States · On-site
$175k–$200k/yr
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Assistant Manager- Video Customer Identification Programme (FTC 6 Months)
Chennai, Tamil Nadu, India · On-site
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Assistant Manager- Video Customer Identification Programme (FTC 6 Months)
Chennai, Tamil Nadu, India · On-site
Mid level$16B raised
Some careers open more doors than others. If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply…
Skills: Video KYC, Customer Due Diligence, AML Regulations, Customer Service, Communication Skills
Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million c…
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 a…
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Full-time
Paid Leave Package, Professional Development, Flexible Working
Posted 13d ago
Apply by Aug 8
~40 hrs/week
Responsibilities
Act as the primary point of contact for Commercial Cards clients, managing complex queries from initiation to closure. Coordinate with internal operations and fraud teams to ensure first contact resolution and a consistent client experience.
Requirements
Requires 2-3 years of front-line service experience with a strong understanding of payments and commercial cards. Candidates must possess intermediate Portuguese and basic English language skills.
Full job description
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 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
Related keywords
Commercial CardsPaymentsMiVisionSmart Data GenTSYSVisa InterlinkNet Promoter ScoreFirst Contact ResolutionClient Account ManagementBankingFinancial ServicesRisk ManagementComplianceStakeholder ManagementCustomer Support
Opening up a world of opportunity for our customers, investors, ourselves and the planet.
We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 58 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers.
HSBC is listed on the London, Hong Kong, New York, and Bermuda stock exchanges.
To view our social media terms and conditions please visit the following webpage: http://www.hsbc.com/social-TandCs
Offices: 8 Canada Square, London, E14 5HQ, GB · 1 Queen's Road Central, Central, Hong Kong, HK · Florida 201, Buenos Aires City, Buenos Aires Autonomous City 1005, AR · 425 5th Ave, New York, NY 10018, US · DUONG Dong Khoi 1, Ho Chi Minh City, Thanh Pho Ho Chi Minh, VN
BankingFinancial ServicesInternational Finance and BankingWealth ManagementCorporate and Business Bankingretail bankingInsuranceRetail BankingInvestment BankingCommercial Banking
Opening up a world of opportunity for our customers, investors, ourselves and the planet.
We're a financial services organisation that serves more than 40 million customers, ranging from individual savers and investors to some of the world’s biggest companies and governments. Our network covers 58 countries and territories, and we’re here to use our unique expertise, capabilities, breadth and perspectives to open up a world of opportunity for our customers.
HSBC is listed on the London, Hong Kong, New York, and Bermuda stock exchanges.
To view our social media terms and conditions please visit the following webpage: http://www.hsbc.com/social-TandCs
Offices: 8 Canada Square, London, E14 5HQ, GB · 1 Queen's Road Central, Central, Hong Kong, HK · Florida 201, Buenos Aires City, Buenos Aires Autonomous City 1005, AR · 425 5th Ave, New York, NY 10018, US · DUONG Dong Khoi 1, Ho Chi Minh City, Thanh Pho Ho Chi Minh, VN
BankingFinancial ServicesInternational Finance and BankingWealth ManagementCorporate and Business Bankingretail bankingInsuranceRetail BankingInvestment BankingCommercial Banking