In this role you will need to critically assess each case where retail customers are found to be experiencing difficulty in meeting financial obligations to the bank, service customers in a manner that promotes trust and understanding, provide confidence via understanding of circumstances, agree appropriate solutions that are positive, sustainable, and based on a clear understanding of each customer’s affordability and circumstances.

• Critically assess each case where retail customers are found to be experiencing difficulty in meeting financial obligations to the bank.
• Service customers in a manner that promotes customer belief that HSBC can help them during a period of financial difficulty.
• Provide customers with confidence that HSBC understands their specific situation and concerns.
• Agree appropriate solutions that are positive, sustainable, and based on a clear understandin...