What are the responsibilities and job description for the Customer Outreach Specialist position at HSBC?
At HSBC, the health and well-being of our employees remains of utmost importance. Many of our roles are permitted to work from home (in states in which HSBC is licensed to operate) until further notice. Upon resumption of normal operations, this role may be performed at our Depew, New York office.
Responsible for mitigating risk to HSBC Retail Bank and Wealth Management by completing complex CART reviews for the Remote Channel. Skillfully trained to identify AML and Sanctions risk to the bank. Handles the most challenging accounts, client situations and projects. May serve in lead capacity at times and provide guidance and training to less experienced personnel.
- Improve Compliance with Anti-Money Laundering, other regulatory and legal requirements by working closely with the CART Review Team, FCC and USES to understand and manage risk.
- Will have front line customer contact to gather any missing Know Your Customer and Customer Due Diligence information, to bring the customer information profile up to date with today’s regulatory and compliance requirements
- Perform necessary enhanced due diligence on both customers and businesses when necessary
Customers/ Stakeholders:
- Work to meet and exceed expectations of our business partners, customers and stakeholders
Leadership & Teamwork:
- Work with Team members to manage all pending CART reviews both individually and from a Team approach
- Takes initiative to provide valuable feedback and recommends process improvements for efficiency gains
- Provides the highest level of customer service with a strong focus on the Customer Experience, finds a balance in having a sensitive conversation with client while following all policies and procedures
- Has a positive and productive relationship with all business partners including the Central Account Review Team, Financial Crimes Compliance, USES, AML Compliance, Customer Service and all operations support teams
Operational Effectiveness and Control:
- Complete other responsibilities and tasks as assigned
Role Context:
- Strong verbal and written communication skills
- Must be an Independent worker with self-management capabilities who also enjoys working as a Team
- Strong organizational skills to manage day to day tasks and CART reviews against strict deadlines, must be able to multi-task
- Overcoming objections
- Non-face to face environment remote channel
- High visibility and sensitivity in this role
Management of Risk/Internal Controls:
- Ensure compliance and operational risk controls are followed in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
