Manage the Journey for NTB Customers, from Initial review until Customer outreach as a single point ofcontact for the Customer and Business Partners via e-mail, account opening activities, FATCA, CRS and CDD and KYC activitiesManage all processing in relation to the NTB CustomerProviding professional and high quality KYC analysis of new HSBC customers, escalating risk concernsShare innovative ideas to increase quality, efficiency and effectiveness of the processEnsure audit & compliance as per Global StandardsManage communication between support functions, Compliance, Business Partners and technical TeamsReview referral originating from multiple sources for new Customers requesting international accountEnsure robust analysis is completed in order to set up correct requirements for the CustomerBuild and maintain the relationship between Customers and Business PartnersAcquire and develop in-depth knowledge on procedures related to KYC and CDD processesUndertake robust research, customer screening, documents check and financial crime risk assessmentthroughout entire relationship cycleUndertake quality control to improve team’s quality results

Supporting the delivery of client service excellence as well as effectively managing any risks and issues toHSBC corporate customers in 7 European countries with HSBCnet and payment related queries, providingcustomer trainings as well as driving the implementation of GLCM productsManaging and resolving day to day queries from regional clients while providing excellent clientmanagement support, improving client engagement and resolving the majority of client enquires at thefirst point of contactEstablishing and maintaining excellent working relationships with clients and key internal and externalstakeholders Assistance in the retention the client and respond positively increasing the likelihood of new business fromthe clientSupporting dedicated Account Managers & Client Service Team Leaders, where applicable, identifying andintroducing service improvements to improve the overall client experienceAssisting with resolving complaints and escalations and be able to recognise when a problem or queryshould be transferred to another department or a more senior member of staffEncouraging clients to utilise digital self-service tools where possible to improve client experience

Provide comprehensive support services, to support center customers within the Service Level Agreements;Take all steps to troubleshoot reported issues and resolve or escalate to the appropriate level ofcompetence; Use all available knowledge management tools during the call; Take all necessary steps toensure customer satisfactionCreate and submit detailed case logs documenting customer interactions. Accuracy, thoroughness, andtimeliness are keylogging components; Confirm and update customer profile information as neededact as the first point of escalation for the help desk analyst and be knowledgeable on client-specificworkflow. Promptly notify management of any potentially “dissatisfied” customers; Follow all documented escalation procedures, including issues requiring 3rd party interventionFollow all documented procedures to handle open and resolved cases including but not limited toperforming outbound interactions with customers. Liaise as necessary inter-departmentally to seekresolutions to all issues reported. Confer with the management to identify trending problems and work to develop solutions to open issuesMaintain technical proficiency in all hardware and applications utilized by clients supported, Participate in all company-organized training events, Contribute current technical information and best practicesconcerning proprietary applications to the knowledge management system or other knowledge distribution channel. Organize and utilize all support resources provided including emails, documentation, contact lists, etc. to provide high-quality customer service. Assist the supervisor in the mentoring of the help deskbanalystPerform case documentation quality checks as directed by supervisors and group operationsmanager when help desk specialist is not available: supervise queues of pending requests, supervise team breaks schedule, monitor and process internal escalations, Assist with fulfillment of any IT assistance requests

Provide support to small and medium-sized businesses (SMBs) and global organizations to help them growtheir businesses on Facebook advertising platforms across multiple channels - chat, email, and phone;Support and expand the self-serve advertising base for clients in the online and digital advertising domain;Provide pre and post-sales support for all self-service products;Provide product and tool support to improve clients’ experience;Identify trends and solve problems facing multiple clients;Providing vital product insights and feedback from our customers to engineering

Receives inbound calls/emails/fax/online forms from the client’s consumers requiring product support. Provides superior product support to end-users including identifying, researching, and resolving productissues up to and including identifying replacement part requirements and executing solutions, respondingto telephone calls/emails/fax/online forms for product support, and differentiating perceived productperformance issues from user error.Maintains, analyzes, troubleshoots, and attempts repair of all the products.Investigate errors and problems; perform root cause analysis in an effort to provide permanentresolutions.Accurately documents call content and resolution status of the consumer using call tracking system.Monitor Call Tracking System for pended consumer call records to ensure call returns to the consumer arecompleted in a timely fashion (per commitments) and consumer issues are resolved.Follow-up with consumers within a 24-hour period in regards to the initial phone call when applicable, ifonly to touch base and let the consumer know inquiry is still being researched/resolved.Communicate clearly and effectively with consumers.Effectively and efficiently manage the length of calls ensuring minimum consumer inconvenience

Effective collection of customers' accounts consistent with the Refining & Marketing credit standard &policies Dealing with customers' accounts and keeping these fully reconciledTo monitor the overdue analysis, preparing monthly DSO (Days Sales Outstanding) reports and keeping therelevant business informedTo review credit limits violations, assisting the credit manager in performing credit holds on future orderswithin Delegations of Authority, where it may be necessaryInform the Business in a timely manner on any negative credit information received by the creditinformation providers, alerting the Finance Country Team and the local Business on potential increase ofprobability of defaultEffective collection of customers' accounts consistent with the refining & marketing credit standard &policiesDealing with customers' accounts and keeping these fully reconciled working with outsource providerwhere necessaryKey Performance Indicators reporting for credit as requiredDeal promptly with customer queries/issues in order to secure paymentsFlag issues to credit team lead at the appropriate timeMaintain and develop a working relationship with the sales and customer service teamEnsure timely cash allocation to specific customer accounts performed by outsource provider

Proactive collection of receivables to maintain working capital levels and ensure invoices are paid accordingto the set terms; Raising and managing disputes, ensuring customers are contacted and all queries areresolved or actively escalated to the relevant individuals in the BU; Liaising with the credit risk team toprovide relevant information relating to the order release process and to ensure credit limits are notexceeded; Weekly processing of various reports including accounts receivable aging and dispute reports.These are to be distributed to relevant teams within Cargill; Organising and participating in regularmeetings with the Business Unit to communicate and escalate account issues, and to make actions plansgoing forward; Communicate key issues back to the BU's and the Credit Team, ensuring escalation whenneeded to the relevant next level in the organization

Professionally handle incoming queries by customers via phone and email. Provide accurate, up-to-dateinformation to the clients' requests. The primary point of contact by thoroughly and efficiently gathercustomer information and fulfill customer needs. Greet customers in a courteous, friendly, andprofessional manner using trained procedures that have been agreed upon. Registration of all contacts inthe computer system to build customer history. Attend training sessions to be informed about newprocedures, products, services and keep up to date to ensure the quality of service when dealing withcustomers. Highlight unusual situations fast and address to management for follow-up as necessary.Provide help and assistance to colleagues as needed as well as supporting other departments whenneeded. Effectively communicate with other departments regarding customer queries/escalations