HSBC Group

Service, amend, cancel or close existing accounts associated with customer products or services and administer product/service processing within the guidelines of the service level agreements and under the guidance of senior team member.

Summary of Main Tasks and Responsibilities

The role holder will:

• Responsible for IWPB Customers operation
• Research customer information via multiple sources and inquire information by contacting directly customer via phone where applicable.
• Work with stakeholder and other compliance functions to process in accordance with the HSBC Global Standard and the relevant laws and local policies, processes & procedures. Interface with Compliance, Front Office and Relationship Managers where applicable especially on matters that involve escalation of pending and ageing Profiles
• To provide technical support to the team so that tasks are performed in an efficient, accurate and professional manner, and in accordance with relevant policies
• Evaluate impact of new regulatory / internal requirements and provide timely feedback.
• Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.
• Meet the needs and expectations of customers by ensuring that escalation and complaints are handled in a timely and appropriate manner.
• Ensure profiles are error-free for timely process.
• Develop and maintain excellent professional relationship with all stakeholders.
• Process customer instructions accurately in accordance with agreed quality standards.
• Demonstrate ways to improve service quality and exceed customer’s expectations.
• Receive/make calls from/to customers (internal/ external) 

Operational Effectiveness & Control

• Apply knowledge of relevant operational manuals (including the Ops FIM), anti-money laundering, sanctions and internal procedures/polices and regulatory requirements of the business to ensure suspicious transactions are promptly escalated and to continually evaluate the operational risks inherent in the process.
• Ensure that transactions are executed in accordance with the established procedures and standards