Please read this and correct any mistakes: I have produced a self- assessment to showcase my strengths and outline and address my weaknesses and how I have improved them, during my course at HSBC as a everyday banking agent.
 
Best self:
 
I regularly seek input on how I'm doing and what I may improve upon. I do this by requesting input from my team members and management in person. I made use of this criticism to sharpen my talents. For example, I ask my manager Peggy how I can improve on my calls and what my strengths are during my 1:1’s. One of my weaknesses are collecting information about the source of funds for my high value payment calls where i would receive emails back from the releasing team stating that my information wasn’t in enough detail. I reached out to my team member, and we had a 1.1 where we went over what exact information is required and how to provoke the customer to provide more information on their source of funds. I also provided my colleague with assistance as she was finding it difficult to locate previous calls on the verient, we had a 1.1 where I provided assistance on where she could locate the previous calls on the system.
 
In my role i strive to provide excellent customer service by actively listening to customer needs and addressing any concerns promptly. Even in difficult circumstances, I consciously try to keep a cheerful disposition when engaging with consumers. My aim is to  provide an amazing service we can all be proud of, training our customers to enable them to use our digital platforms, allowing them a choice of how they wish to bank with us which can be challenging with the elderly customers but it is very rewarding when the customers have been struggling to use digital banking  and with my help they say “ that was easy as 123”. I am comfortable working in a fast-paced environment and can handle multiple customer inquiries at once. My confidence and ability have been shown in the high scores I have received on my calls scoring as high as 100 in my November calls. Also, my ability in HVP calls has increased as I have received less feedback on them meaning I have passed the quality checks compared to several weeks ago when I would receive up to 2 emails a day from the payment releasing team.
 
Customer experience:
 
I have developed skills in dealing with customers both elderly and young I have dealt with customers who have difficulties in speaking with speech impediments. I have dealt with many elderly customers who was having trouble using HSBC’s online banking, I assisted the elderly customer by speaking in a slow and steady manner to ensure that they understood my instructions, I gave them clear instructions on how to navigate through online banking and the website and always have been successful in getting them up and running.
 
I ensure that conversations with customers are short and concise and get straight to the point so that no time is wasted, and that the customer is dealt with correctly and quickly, whilst up rapport which is a crucial skill when interacting in customers. I have done this by speaking in simple terms such as giving short and simple answers to easy questions. For example if a customer asks about savings products I provide a short explanation of each of the products available without prompting the customer to choose a specific one, I would then give the customer the chance to have think and decide, I would also tell the customer that they can sign up for whichever savings product at later date using the website or the HSBC app. Doing so would enable me to shorten the call time as the customer would be prompted to end the call and to focus on the website or the HSBC app. This in turn would enable me to move on to the next call.
 
I have ensured that my after-call work time and time between calls is reduced drastically, as I did receive feedback from my line manager Peggy stating that I need to reduce my hold time. I have done this by ensuring that I speed up my post call checks but still keeping the accuracy, I have sped up my checks by starting the process before the call is complete and ended to ensure that no time is wasted. Doing the checks whilst the customer is on the line allows me to ask any questions or get any extra details from the customer that I may have missed. This in turn would also reduce the time of the post meeting calls as the customer would answer the questions for me whilst they are on the call rather than me going back into the customers details to find the information. I believe this as worked effectively and effectively as my post checks and time wastage has reduced.
 
I have received serval comments and feedback from customers, that I have helped and supporting throughout my career at HSBC. Here are a few examples from customers:
 
• The call handler was so helpful and efficient. The whole experience was a pleasure!
• Very efficient. The young Lady I spoke to was very helpful and patient and sorted me out extremely well and if I knew her name, I would certainly recommend her as an excellent HSBC helper.
• Was very helpful and processed my query.
• 1st class service as always and at my time of life really appreciated.
• Dealt with in a timely and professional manner.
• 1st class service as always and at my time of life really appreciated Your agent was extremely polite and professional throughout the call. My query was dealt with very efficiently and in a short time. I have used this contact service for several years and have always been satisfied by the service provided. The agents are pleasant, and proficient, and I have confidence in the help they give.
• The operative Spoke to was very knowledgeable and very helpful.
• Good response times. Knowledgeable and courteous. Problem redirected promptly and resolved.
• The agent was very helpful and polite and sorted my query adequately.
• Your representative was very helpful and knowledgeable.
 
The feedback from customers about myself have been very positive and helpful, they show that I have provided help and support to customers and that I am very “knowledgeable”. Seeing this feedback helps increase my confidence and increase my productivity to work harder at HSBC.
 
Global risk goal:
 
I keep in check on my mandatory learning to ensure that I am always up to date on the processes and systems of HSBC so that I can support customers and meet their needs and ensure I am in the guidelines of HSBC. I always reach out for support via the ASM support whenever I feel that I require help in an area, this is so that I can ensure that I am providing the customers with the correct support and advice.
 
I ensure that I speak up in my team and ensure that my voice is heard within my team. I have done this by ensuring I keep regular contact with my team within our Microsoft Teams chats. This helps to keep constant relationships with myself and my colleagues.
 
I stick by and follow HSBC’s values I do this by seeking out and my colleague's perspectives and views on different topics this enables to get different opinions and insights on how to approach customer queries and how to answer them. I ensure to be empathetic towards my colleagues and supportive in their needs to ensure that I am available for my colleagues if they require any support in work or life situations. I ensure that connect with my colleagues bit my socially and professionally to ensure that we have a good bond and work more productively as a team, as I believe that having a good social and professional relationship with colleagues enables us to know and understand each other and be more effective as a team. I allow my colleagues time to work and not “get in their way” as I believe everyone require their personal space and time to self-reflect, as this job does entail stressful situations, we all need time to breathe and work without constant communication and attention from others. Finally, I ensure that I am smart with my decisions and risk taking I make clear and concise decisions, I think things through before undertaking any task, this is all to ensure that the occurrence of risks happening is kept to a minimum.
 
Quality:
 
I always ensure that the quality of the work I produce is of the highest standard m, to ensure that errors are kept to a minimum. I do this by planning my decisions and following all procedures that are provided to me. To ensure that I do not make any mistakes I contact the ASM team when I do not understand something as they would clarify my knowledge so that I can ensure I complete procedures correctly. If an error does occur, I ensure to note it down and find ways to rectify them by speaking to my line manager Peggy about them who advises me on how to improve and stop the error from occurring again.
 
I ensure to follow procedures and scripts correctly and follow them word for word so that I do not miss anything, I make sure to make notes in the procedures and revise over the notes to solidify my understanding of the procedures and scripts, this enables me to minimise mistakes and ensure the job is completed correctly.
 
Customer solutions:
 
I have ensured customers are well educated in the areas that they ask about. As the customer feedback i have received shows that I have provided customers with knowledge and shown that I have very knowledgeable in the areas customers have called about.
 
I ensure that I have meaningful and impactful conversations with customers so that they feel supported and feel comfortable with speaking to me. I do this by following the procedures and speaking to them in an empathetic manner, as this builds a relationship with the customer and the customer would be comfortable and happy speaking with me. This in turn also increases customer satisfaction.
 
As the customer feedback I have received shows that customers are satisfied when they spoke with me and have found the information, I have provided them helpful and useful, this also builds good relations with customers, as customers would want to call back and speak to a knowledgeable and trustworthy everyday banking agent.
 
Conclusion:
 
Overall I believe I have developed very much in my role as a everyday banking agent at HSBC, as the customer feedback shows that customers are satisfied and happy with the information I provide them with and believe me to be “knowledgeable” in the banking sector.
 
There are areas of which I do believe I can improve on such as reducing the time I spend on post call checks, I will continue to work on this. I strive to be the best in my role to ensure that customers are satisfied and that I develop more skills and knowledge in my role.