Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 62 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Senior Advisor

In this role, you will:

• Contacting customers to collect overdue payments (outbound and inbound calling)
• Negotiating payment plans
• Providing the right solution to resolve customers financial difficulties or referring them to the correct department
• Updating account records
• Ensuring compliance with regulations
• Identifying, resolving, and escalating complaints
• Identifying vulnerable customers and referring them to the correct department
• Performing back-office administrative work

To be successful in this role, you should meet the following requirements:

1. Communication Skills

• Ability to handle difficult conversations with professionalism and empathy
• Active listening to understand customer concerns and financial difficulties
• Strong verbal and written communication to explain payment terms and solutions clearly

2. Negotiation and Persuasion

• Confidence in negotiating payment arrangements while ensuring customer commitment
• Ability to overcome objections and find resolutions that balance customer needs and business goals
• Assertiveness in encouraging timely payments without sounding aggressive

3. Problem-Solving and Decision-Making

• Quick assessment of customer situations to offer the right solutions
• Identifying potentially vulnerable customers and escalating them appropriately
• Ability to handle disputes and complaints with a solution-focused mindset

4. Attention to Detail and Compliance Awareness

• Adhering to collection laws, industry regulations, and company policies
• Accurate documentation of call notes, promises to pay, and complaints resolutions

5. Time Management and Multitasking

• Ability to handle high call volumes while maintaining quality and compliance
• Prioritizing tasks such as follow-ups and administrative work
• Managing workload effectively within strict deadlines

6. Resilience and Stress Management

• Ability to work in a fast-paced, target-driven environment
• Managing difficult customers and escalations while staying professional

7. Adaptability

• Quickly learning and adapting to new collection tools, software, and scripts

Candidate with less relevant experience or skills may be offered a lower Global Career Band than stated above.

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by HSBC HDPP