Customer Outreach Specialist

In compliance with applicable laws, HSBC is committed to employing only those who are authorized to work in the US. Applicants must be legally authorized to work in the U.S. as HSBC will not engage in immigration sponsorship for this position.

Our purpose – Opening up a world of opportunity – explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We’re bringing together the people, ideas and capital that nurture progress and growth, helping to create a better world – for our customers, our people, our investors, our communities and the planet we all share.

The Customer Outreach Specialist plays a critical role in ensuring the bank complies with regulatory requirements related to customer identification and anti-money laundering AML standards. This role supports onboarding, account review, account maintenance, client engagement with periodic reviews by verifying customer information and identifying potential risks.  This role is essential to maintaining the bank’s integrity and reputation to deliver high quality client engagement, while being Connected, Accountable, Responsive and Empathic to client’s needs.

As our Customer Outreach Specialist, you will:

• Review and validate customer documents, source of funds, occupation, and business relationships


• Be responsible for coordination of existing client for KYC renewals and remediation projects, client maintenance and facilitation outbound calling contact via email/appointments and zoom calls


• Escalate high risk clients or unusual activity to Compliance/AML or KYC Analyst Team  


• Complete Periodic and event driven reviews of customer profiles, ensuring accuracy and updated information


• Work closely with US business partners to resolve documentation or data quality issues  


• Communicate through clear and professional review appointments adhering to Cross Border rules


• Utilize a structured process undertaking appropriate analysis and preparation of client file


• Own and resolve issues and understands how and when to escalate

You´ll likely have the following qualifications to succeed in this role:

• Strong knowledge and experience in KYC, AML or retail banking operations


• Excellent analytical, written, and verbal communication skills


• Must be flexible, proactive, customer centric and can thrive in fast paced and high call volume environment          


• Attention to detail and ability to work under pressure with strict deadlines


• Ability to work independently and manage multiple reviews simultaneously


• Attention to detail and ability to work under pressure with strict deadlines


• Ability to work independently and manage multiple reviews simultaneously


• Open to Working Flexible Shifting Schedules that match US market hours                      


• Ability to work in a high-volume, fast-paced environment 


• Mandarin is preferable but not mandatory

As an HSBC employee, you will have access to tailored professional development opportunities to ensure you have the right skills for today and tomorrow. We offer a competitive pay and benefits package including a robust Wellness Hub, all in a welcoming and inclusive work environment. You will be empowered to drive HSBC’s engagement with the communities we serve through an industry-leading volunteerism policy, a generous matching gift program, and a comprehensive program of immersive Sustainability and Climate Change Initiatives. You’ll want to join our Employee Resource Groups as they play a central part in life at HSBC, including the development of our employees and networking inside and outside of HSBC. We value difference. We succeed together. We take responsibility. We get it done. And we want you to help us build the bank of the future!

The final fixed pay offer will depend on the candidate and a number of variables, including but not limited to, role responsibilities, skill set, depth of experience and education, licensing/certification requirements, internal relativity, and specific work location.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, race, national origin, ethnicity, disability or medical condition, genetic information, military or veteran service, religion, creed, sex, gender, pregnancy, childbirth, caregiver status, marital status, citizenship or immigration status, sexual orientation, gender identity or expression or any other trait protected by applicable law.