HSBC Jobs – Communication Editor

Job Description:

Reporting to the Senior Manager, Customer Correspondence, this position is an important contributor to a quality customer experience at HSBC. The role is primarily responsible for reviewing and editing responses to customer complaints, ensuring concerns are addressed and the complaint resolution is clearly explained to the customer.

Job Responsibilities:

• Managing / tracking items reviewed
• Receiving requests from management to review/edit responses to customer complaints
• Following government guidelines on response requirements
• Editing responses to customers based on reviewing information from complaints investigations
• Following internal guidelines to ensure responses align with HSBC’s tone of voice
• Working with management to ensure written response accurately reflects complaint approach and resolution.

Job Requirements:

• Strong French editing skills an asset
• Ability to prioritize / manage multiple deadlines, and meet deadlines with a strong sense of accountability.
• Ability to identify key issues and nuances that factor into a complaint resolution, and develop a response that addresses the customer’s concerns.
• Strong sense of initiative, organization and attention to detail.
• Bachelor’s degree in English, communications, business, or another relevant field is an asset.
• Ability to edit or create content that makes complex concepts easy to understand. Synthesize complex information into clear, structured responses to customers.
• Proven 1-3 years’ experience in editing / reviewing customer communication
• Ability to work calmly and deliver quality work under pressure.
• Proactive and effective communicator
• Professional maturity and sensitivity with different cultures.
• Proficiency in Microsoft Word, Excel, PDF, etc.
• Be able to demonstrate true empathy when reviewing/creating the response to the customer, especially when the resolution may not be what the customer is looking for.
• Excellent writing, proofreading and grammatical skills.

Job Details:

Company: HSBC

Vacancy Type: Full Time

Job Location: Toronto, ON, CA

Application Deadline: N/A

Apply Here

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