Dalia Roshandin

HSBC Wealth Management Customer service representativeFull Time

• Job Details: To attract potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction. My target is to ensure excellent service standards and maintain high customer satisfaction.  Manage large amounts of incoming calls from HSBC’s Advance and Premier customers. Identify and assess customers’ needs to achieve satisfaction.  Build sustainable relationships of trust through open and interactive communication.  Provide accurate, valid and complete information by using the right methods and tools.  Open and maintain customer accounts by recording account information. Keep records of customer interactions, process customer accounts and file documents.  Follow communication procedures, guidelines and policies.  Utilise computer technology to handle high call volumes.  Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.  Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.  Keep records of customer interactions, process customer accounts and file documents.

Credit Management Cash Back Office RepresentativeFull Time

• Job Details: Provide required training for frontline agents  Spot system gaps and provide further service enhancements.  Develop required functional documents for system and process modifications.  Communicate with teams in different departments, for example, Credit Management, Commercial, Communication, Project Management, Technology, Marketing, Anti-Money laundry, Fraud and Retail.