Job Advert Details
Some Careers Grow Faster Than Others.

If you’re looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.
We are currently seeking a high caliber professional to join our team as a Universal Banker - Cebu

Role Purpose
 
A branch-based customer facing role focused on servicing through over-the-counter transactions and customer service functions, to meet and greet customers upon branch entry and provide expert advice on digital channels, respond to any simple servicing queries and direct to appropriate channels.  
 
The jobholder will also undertake lower risk product sales (up to and including account opening) and use EDRAS (Engage – Discover – Recommend – Act – Service)  sales process to discover more complex customer needs for referral to sales staff and/or branch specialists. 
 
Deliver customer service proposition by providing a consistently excellent customer experience and engaging and assisting customers to use Digital and self-service channels where appropriate.  
 
Complies with set guidelines and procedures.
 
Below are the outcomes performed by this role that directly align with key business goals. All performance should be in support of achieving these outcomes:
  • Engage and Discover Customer Needs on Branch Entry 
  • Fulfill Customer Needs 
  • Acquire New to Bank Customers 
  • Deliver Service Excellence 
  • Promote and Deliver Digital Engagement 
  • Support the Branch 
  • Protect the Bank - through vigilance against fraud, Knowing Your Customer, adhering to regulations/policies and minimising operational risk

In delivering the business objectives the role holder also:
  • Maintain the levels of operational integrity required by the Group 
  • Closely manage individual performance 
  • Contribute to and maintain an environment where the wider Branch team is able to maximise performance in order to achieve the IWPB business objectives whilst providing the highest quality service.

Principal Accountabilities
 
Business Growth
  • Achieve your personal IWPB performance metrics 
  • Meet customer expectations in terms of efficiency, accuracy, timeliness, and professionalism of response either face to face or at the telephone. 
  • Effectively use tools and information to drive customer service delivery and WPB performance 
  • Fully utilize Customer Relationship Management data, ensuring all customer information is complete and kept up to date 
  • Proactively engaging with new and existing customers on the digital channels through which they can access products and services, successfully encouraging customers to become digitally engaged 
  • Ensure all customer needs are met, and sales opportunities are maximized 
  • Actively offers all Bank and Group products and services to existing clients to help in the achievement of key financial and non-financial performance indicators by making referrals to Advance and Premier for relationship building; to do so, keeps abreast with products, services, and promos of the bank to effectively match client needs with available offerings. 
  • Perform other duties as may be deemed necessary 
  • Perform other support functions as required

Customer Servicing and Digital Engagement
  • Work with the wider team to deliver the Branch WPB Performance measures and plan to support the multi-channel customer journey
  • Deliver according to published Service Level Agreements and customer standards
  • Meet customer expectations in terms of efficiency, accuracy, timeliness, and professionalism of response either face to face or at the telephone
  • Proactively encourage new and existing customers to register for, and use, alternative delivery channels e.g. Personal Internet Banking/self-service equipment for routine queries/transactions
  • Process account opening and prepare account packets for safekeeping by HOST 
  • Release account tools (i.e. debit card packs, cheque books, security device, etc.) to clients or their authorised representatives, including end of day balancing/reconciliation
  • Attend to telephone and email instructions / queries and requests regarding bank transactions, products, and services in an efficient manner 
  • File documents and records in an orderly and easy to retrieve manner 
  • Prepare bank certifications 
  • Process opening, renewal, pre-termination, and full termination of time deposits/placements

Tellering
  • Process cash / cheque deposits / withdrawals of local and all accepted currencies as well as late cheque deposits 
  • Process demand drafts and cashier’s order applications.  
  • Evaluate correctness / acceptability of all telegraphic transfers, local payments, Gross Settlement Real Time (GSRT), Philippine Domestic Dollar Transfer System (PDDTS) applications, taking into consideration various cut-off times set, prior to forwarding to PAYMENTS for final processing 
  • Process foreign currency drafts for Clean Bills Receivable (CBR) / Bank Cheque for Collection (BCC) based on set guidelines 
  • Process cash / cheque credit card payments 
  • Process fund transfers to and from customer’s accounts 
  • Prepare required documentation for applications to purchase foreign exchange 
  • Maintain an orderly workplace and ensure that records are filed systematically to facilitate easy retrieval when the need arises 
  • Process entries for account closures, and reactivation of dormant and unclaimed accounts
  • Attend to customers’ enquiries and concerns, and ensure a high level of customer service is provided at all times 
  • Check, cancel, and sort processed vouchers and ensure that these are error-free.

Compliance
  • Adhere to regulatory compliance standards and bank policies and procedures.  Safeguard the bank from potential losses by strictly adhering to audit recommendations and Functional Instruction Manuals (FIM) requirements.  
  • To implement the Group Compliance policy locally by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators. 
  • Maintains HSBC internal control standards, including the timely implementation of internal and external audit points together with any issues raised by external regulators.
Qualifications
Experience, Skills and Qualifications

  • Understanding of IWPB products and services 
  • Knowledgeable on branch systems (i.e., HUB / SFE / CRMS / Evolve, among others) 
  • Should attend the following courses: signature verification, counterfeit detection (PHP and FCY) 
  • Should be aware of foreign exchange and related regulations 
  • Knowledge and application of branch processes and guidelines 
  • Applicable to candidates with immediate right to work in the Philippines

Due to the urgent hiring need, candidates with immediate right to work locally and no relocation need will be prioritised.

You’ll achieve more when you join HSBC.
www.hsbc.com/careers 

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by Hong Kong and Shanghai Banking Corporation Limited Philippines

Back to search results