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Senior Digital Chat Agent: Conversational Banking Team - HSBC - Depew, New York

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Job Information:

Company: HSBC

HSBC Logo North America-United States-New York-DEPEW

The main accountability of the Senior Conversational Banking Agent role is to handle multiple customer contacts in a contact centre environment typically on multiple products and or propositions.


The key tasks for the Senior Conversational Banking Agent role will include some or all of the following:

  • Interaction with multiple customers using ‘live chats' or other methods where instantaneous responses are required
  • Use knowledge of products, processes and procedures to address customer needs. In some cases, adherence to outbound contact scripts and guidelines will be required
  • Provide high quality customer contact by identifying additional needs of both existing and new customers, ensuring HSBC brand values are upheld
  • Take ownership and initiative to complete necessary research to resolve the contact or direct the customer to the appropriate department
  • Responsible for achieving individual key performance indicators
  • Ensure all activities, transactions and sales adhere to prevailing HSBC and regulatory standards


  • Minimum of high school diploma or equivalent
  • Minimum of one year's proven experience in a customer service and sales environment or equivalent.
  • Open to working flexible shifting schedules.
  • Must be flexible, customer centric and have the ability to thrive in a team environment seeking feedback and open to development.
  • Takes pride in delivering what is promised in line with the customer and service expectations.
  • Ability to work in a high-volume, fast paced environment is required.
  • Proficiency with personal computers and basic software packages.
  • Excellent communication skills and is polite and friendly at all times.
  • Displays patience and empathy.
  • Ability to maintain departmental productivity, quality and sales standards.

Job Status:

This job is currently active.