HSBC Group

Some careers prize diversity more than others.

If you’re looking for a career where you will be respected as an individual and valued for the contributions you make, join HSBC and discover how diversity drives our success. 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.

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 maximised

·       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

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