Nyssa Cane

Specialist Support Officer @汇丰

Sheffield, GB

BeSt Division -Wealth and Personal Banking Provided empathetic, knowledgeable, and professional telephony and administrative support to bereaved families, ensuring a sensitive and respectful experience throughout the bereavement process. Managed the initial notification process following the death of a customer, balancing customer needs and business risk while maintaining high levels of service quality. Resolved a variety of bereavement-related queries across multiple communication channels, achieving first-call resolution and enhancing customer satisfaction. Consistently adhered to HSBC\'s Treating Customers Fairly (TCF) guidelines, ensuring that all interactions resulted in fair and positive outcomes for our customers. Supported the Bereavement Service Centre in achieving key performance indicators, including service levels and operational risk management, contributing to overall departmental success. Proactively identified opportunities for process improvements, contributing to enhancements in the customer journey and promoting a culture of continuous improvement within the team. Collaborated with colleagues to share best practices, maximize efficiency, and ensure consistent application of HSBC\'s policies and procedures. Maintained the highest standards of risk management, control, and compliance, consistently following HSBC\'s operational policies and procedures. Actively embraced change and innovation, adapting to new processes and technologies to enhance service delivery and customer experience.Lead team meeting sessions and presented self-made PowerPoint presentations to the group on issues and solutions relevant to the department Involved in a mentor/mentee programmeParticipated in volunteer days Aided new starters with training, setting the example and using my calls as an example of high standardsHelped colleague return to work, managing whilst current manager out of officeLearnt multiple admin queues to expand skill set