HSBC Group

(Grade: GCB8)

Wealth & Personal Banking

In Wealth and Personal Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra high net worth individuals and their families. We help our customers to take care of their day-to-day finances and to manage, protect and grow their wealth. Our international network and breadth of expertise enable us to deliver on HSBC’s purpose of opening up a world of opportunity by providing our customers with borderless banking and world-class wealth management through best-in-class, mobile-first capabilities and exceptional people. Our key areas of operations include Retail Banking and Wealth Management, Asset Management, Global Private Banking, Insurance, and Chief Operating Office.

We are currently seeking an experienced professional to join our team.

In this role, you will:

To perform accurate and efficient cash and counter service duties and to offer a high standard of courteous service to customers. To satisfy customer need, he/she is required to be familiar with local rules and regulation to answer customer enquiry and provide good advice. To establish and keep good relationship with valuable customers by providing one-stop counter services.

Cash handling

1)      To float/return cash from/to cashier and ensure accurate handling in cash positions and well balance teller’s own cash position according to internal requirement. To balance cash position at regular intervals and total cash in hand after closing against system record and vouchers.

2)      Be alertness in counter fraud risk and counterfeit notes identification.

3)      To perform all counter transactions including encashment after authorization authenticated within own set limit.

4)      To complete withdraw and deposit slips/application etc., for customers in case of need. To count cash received/paid out and collect respective charges in cash handling.

5)      Handle other counter services such as travel cheque, TMD, corporate travelling expense and etc.

6)      Perform day-end reconciliation and make proper filing of cash transactions, including all instructions, receipts and etc.

7)      Provide cash service to customers skillfully, efficiently and accurately and ensure service provided to customers constantly meets or exceeds the requirements set down in the HSBC Service Protocol.

8)      Cross support RBWM counter when in necessary subject to branch’s own resource arrangement.

ATM (applicable to outlet with ATM service only)

1)      To carry out the cash replenishment in ATM with Counter Service Officer or Counter Service Manager.

2)      To perform ATM cash Balancing and pass relevant ATM accounting entries.

3)      To assist ATM support officer handle enquires concerning to ATM service.

Services

1)      To answer customer queries courteously at counter and over the phone and refer to superiors when problem encountered. To ensure customers are served without any kind of complain and dissatisfaction.

2)      Receive instructions include supporting documents from customers approaching corporate counter or by mail-in/fax-in. Take proper register and verify signature against system record, check completeness of instruction forms, and conduct preliminary screening of supporting documents if applicable.

3)      Timely distribute instructions to respective processing teams for further handling.

4)      Handle account maintenance instructions received from corporate customers, check and verify documents provided according to relevant procedures and guidelines, and follow up with customer if needed. 

Operational Effectiveness & Control 

·         Maintain and ensure due observance of HSBC Internal Control Standards, including the timely implementation of recommendations made by internal/external auditors and external regulators.

·         Foster a compliance culture and implement Group Compliance Policy 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, and optimizing relations with regulators. Maintain awareness of operational risk including its identification, assessment, mitigation and control, loss identification and reporting in accordance with section 4 of the Group Operations FIM.

·         Ensure compliance with all relevant internal instructions (FIMs, GSCs, circulars) and external regulatory requirements, including the management of operational risk and adherence to the Group’s standards of ethical behavior.

·         Ensure that the fair treatment of our customers is at the heart of everything we do, both personally and as an organization. This will be achieved by consistently displaying the

·         behaviors required to support the six Customer Fairness Principles in our role:

1.  Treat Me Fairly - Nurture an open and honest relationship with customers and deliver products and services at a fair price.

2.  Tailored Solutions - Listen to and understand customers in order to provide them with products and services that meet their needs.

3.  Keep Me Informed - Provide clear, transparent, relevant and timely communications that inform the customers of all relevant information they need to know to make informed choices.

4.  Suitable Advice - Ensure advice to customers are based on a full understanding of the customer needs, and best reflect the customers’ circumstances.

5.  Meet Commitments - Deliver on the commitments made to customers by meeting their expectations on how products or services will perform.

6.  Flexibility - Provide customers with the ability to change products or services as their needs change without enforcing unreasonable barriers. Ensure it is easy for customers to feedback complaint or make a claim and put things right if they go wrong and understand why something went wrong to stop it happening to other customers.