About this role
1. 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. Build strong alignment across Card Operations, Card Service Managers, Client Account Managers (CAMs), and the Contact Centre. Support GPS GB and CMB (CIB) clients as the primary contact for Commercial Cards queries/issues. Support for digital channels (e-Channels) Provide technical guidance to clients for navigating tools such as MiVision, Smart Data Gen, TSYS, Visa Interlink, etc. Process improvements suggested and implemented Languages Intermediate Portuguese (written and spoken) Basic English Minimum 2-3 years in front-line service, handling complex queries Good understanding of payments and commercial cards Strong knowledge of back-end operational processes 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
