Align with Client Culture, Inspire Customers
How we do it
This client has a reputation for their quality customer service and personal touch. In fact, outbound team members, after customers’ accounts are opened, make it a practice to call the customers personally to determine satisfaction and advise on services.
How does HGS perfect this brand ambassador role? It starts with recruitment. The client conducts interviews right along with HGS, at their site. The HGS-client team collaborates to ensure hires match the personality and culture of the client. Both the client and HGS are actively involved, as hiring decisions are 50%-50%.
Next, HGS team members are onboarded right along with client team members. The two-week, client- conducted onboarding is held at the client’s Dominica Drive location in Kingston, where the training facility is located. By law, HGS is required to complete an annual anti-money laundering and counter-financing of terrorism assessment. This is required for each member of our team to support the client. This assessment covers knowledge of the financial sector regulatory framework, financial laws, and the implications for the client and its business.
With the four-week client hiring and onboarding, HGS masters the client’s warm personal touch. Client leadership works closely with HGS to continuously train on new products.