CSR Review

Answering both general/specific customer questions about the company’s products/services is a key responsibility of many service agents. In fact, knowledgeable employees are one of the most important aspects of a good customer service experience. Knowing the ins and outs of a company’s offerings is critical for frontline service reps.

The apprenticeship has helped me to develop my English skills as I got the certificate on Functional Skills Level 2. Also, I developed my customer services skills by assisting customers daily in the branch and dealing with enquiries that are more complex. My Maths skills have developed as well too.

The programme so far has been interesting. As there are many topics to cover, every single one is different and gives a great overview of the principles that we face in the banking sector. Also, when it comes to regulations that we should follow and comply with, training is provided in an interactive way through Zoom calls.

To be honest with you, it was organised perfectly. At the beginning, you receive a summary of tasks with dates and topics that will be completed and a checklist from where you can keep on track with all your assignments and tasks. This helps you be on track all the time.

Thankfully, HSBC has given enough support when it comes to hours. I am able to study at least 6 hours per week and spend time in other departments from where I can learn new information and job roles.

Kaplan has helped me with all the material that is associated with my studies.

My qualification will help me develop in my role as it will give me more opportunities to work in different departments and also teach my colleagues what I have learnt. Even in my personal life, it is useful having this knowledge and developing as a person, because you know how the system works.

We do small activities on Fridays on Zoom.

Yes

HSBC is a great place to work as its entity is pretty large and you can work all over the world and explore different departments. Also, the benefits you receive from them is pretty good.

They should focus on the interview process and be patient when they apply because the process might be long and take some time until they actually start working. Also, the training will take a while until you actually do stuff and assist customers effectively. So be patient and the rest will follow.