Job description
Sales and Service Officer (Qatari National) - 0000K2DU
Some careers grow faster than others
If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential.
The role is primarily a customer facing, servicing Advance and Personal Banking customers. Professionalism, customer focus and a broad understanding of the fundamentals of service and needs based sales planning are critical to the success of the business. The role holder has a responsibility to understand customer needs with a view to upgrade existing customers to appropriate propositions and cross sell WPB products and services.
In this role, you will:
· Achieve individual Wealth & Personal Banking (WPB) performance metrics
· Meeting customer expectations in terms of efficiency, accuracy, timeliness, and professionalism of response either face to face, in written or at the telephone.
· Effective use of tools and information to drive customer service delivery and WPB performance
· Execute on customer contact strategies in line with Group operating models and strategy set by regional Management team
· Fully utilize and input to Customer Relationship Management data, ensuring all customer information is complete and kept up to date
· Ensure all customer needs are met and sales opportunities are maximized
· Undertake effective Individual Reviews
· Work on leads provided through customer life cycle management and tactical campaign and follow up on diarized leads
· Achieve cross sale penetration rates and wealth referrals achieved for account opening, lending and other sales
· Assist in Sales Floor Management periodically and on a need base counter and teller positions with support on cash and cheque transactions
Requirements
To be successful in the role, you should meet the following requirements:
· Proven ability in customer service and building customer relationships.
· Ability to identify customer needs and influence customers to take appropriate action to meet their needs
· An understanding of HSBC’s Credit Policy and Lending Guidelines
· A broad knowledge of financial planning and defining customer needs
· An understanding of the needs of the mass affluent customer segment in general
· A full understanding of referral processes
· An understanding of the Premier, Advance and Personal Banking Propositions
· Excellent customer service skills
· Strong verbal and written communication skills
· Customer driven with a strong focus on quality of service
· Proven ability in making lending decisions in accordance with bank policy and guidelines