Job Description: The role of the Account Manager is to support a portfolio of clients with their day to day enquiries. The role holder will manage the provision of client service support to high-valued Global Liquidity and Cash Management clients, ensuring client expectations are surpassed. Job Responsibilities: Help the Senior Account Manager & Client Service Team Leader, where applicable, identify and introduce service improvements to improve the overall client experience Contribute to an engagement culture within the team Log all work to allow for accurate MI and data analysis to be undertaken Encourage clients to utilise digital self-service tools where possible to improve client experience Deal with all correspondence as requested/required Handle complaints/escalations and be able to recognise when a problem or query should be transferred to another department or a more senior member of staff Establish and maintain excellent working relationships with clients and key stakeholders Meet and exceed daily/weekly targets Manage and resolve day to day queries from your portfolio and the wider team Accountable for supporting the delivery of client service excellence as well as effectively managing any risks and issues Develop and maintain a full knowledge of client products and services. Job Requirements: Degree educated or Industry Qualifications preferred but not essential Previous experience in customer service Availability to undertake the travel required for this role, i.e. some domestic and overseas travel Experience of planning and prioritising own time effectively, aware of responsibilities and committed to delivering these efficiently A flexible and adaptable approach to change and will support others to respond in a similar way Must be proactive and prepared to investigate issues off own initiative with the minimum of information Both spoken and written communication skills with experience of adapting your style and approach to the audience and message being delivered Consistently achieve objectives set and taken action to improve own performance Ability to work in a pressured environment and experience acting to rapid response, time critical events Computer literate: Word-processing, Excel, internet and general systems usage Take ownership of issues and liaise with the relevant parties to make informed decisions based on experience and information to hand to effectively resolve problems Relevant product knowledge including knowledge of global liquidity and cash management would be preferred but not essential Ability to work under pressure within pre-defined SLA’s Job Details: Company: HSBC Vacancy Type: Full Time Job Location: Edinburgh, Scotland, United Kingdom Application Deadline: N/A Apply Here instantcareers.net
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