Making inroads in banking

When Duncan Attard applied for a job at the HSBC Contact Centre in Swatar in 2007, his ambitions to build a career were spirited and optimistic.

People committed to training find out there is actually a career path that can lead them to different parts of the business

Four years on, he is a customer service officer at the new flagship branch at the Westfield Stratford City shopping centre in London. His new role is that of a banking specialist within the branch, which, due to its proximity to the 2012 London Olympic site, will be the main branch assisting customers attending the Olympics.

Royston Schmedlin, director of the HSBC Contact Centre in Swatar, said: “The banking system is gradually changing and so are customers’ needs.”

“People have less time and are more open to doing their banking through non- face-to-face channels, while they demand more detailed information for other complex matters, such as lending or buying an investment product.”

This is also reshaping the centre’s landscape, as employees no longer just answer calls to take customers through transactional procedures or to refer them to their colleagues within the bank.

Customer service personnel now get requests for lending facilities and account opening, so employees are receiving specialised training to become banking specialists and be able to handle such requests.

“This shift in roles is providing new opportunities for people without the prerequisites usually required for a post in mainstream banking.

“In the past, people who were not in possession of certain qualifications applied for a job at the Contact Centre as it suited their hours, and their intention was to remain in employment at the centre for a couple of years before they move on,” Mr Schmedlin explained.

“The pleasant surprise is that people committed to training and who progress along the way find out there is actually a career path that can lead them to different parts of the business.”

When he joined the HSBC Contact Centre Mr Attard had no banking experience or qualifications, but was encouraged to take training seriously and eventually progress within the company, with opportunities not only at the Malta centre but also in the UK, within the HSBC global network.

“I was ambitious to perform,” he said.

“This new role allowed me to build my personal profile. I got the opportunity to liaise with all external contractors on the site’s behalf and build a business relationship with our service providers, while gaining a greater understanding of the bank’s policies and procedures.”

Mr Attard was also recently sent to the UK for two weeks to help scientists collect data for a major environmental project. As a result, he became involved in the centre’s Sports and Social Committee and takes part in fundraising activities for charity.

Mr Attard is now a customer service officer at the HSBC branch at the Westfield Stratford City shopping centre, the first of the next generation ‘Branch of the future’, which will introduce a new approach to branch banking.

The HSBC Contact Centre in Swatar services customers in the UK, handling some 15,000 calls per day. It is the largest offshore call centre in Malta employing around 470 people.

In its five years of operations, the number of employees has doubled and 37 employees have been transferred within the HSBC Group to positions in the UK.

For more information on career opportunities at the HSBC Contact Centre, visit www.jobs.hsbc.co.uk or call the recruitment line on 2380 4350.