Premier Support Officer, Qatari Narionals

The role is primarily a customer-facing role servicing Premier Banking customers. The job holder is required to provide excellent high standards of customer service as the first point of contact while assisting Premier customers to complete their transactions.

• 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 IWPB performance.
• Help the customers with their basic banking requirements related to all bank products and services and achieve targets set for cross sell.
• Process customer instructions as per target productivity and quality standards.
• Adherence to compliance and regulatory requirements.
• Strict adherence to SLAs and procedures.
• Minimize all discrepancies on customer applications/documents.
• Support Premier Relationship Managers by managing administration of documentation for all assigned Premier customers.
• Identify potential Premier customers for referral and cross-sales.

• 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.
• A broad knowledge of financial planning and defining customer needs (desirable).
• An understanding of the needs of the mass affluent customer segment in general.
• An understanding of referral processes.
• 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.
• A clear understanding of how value is created within the Premium segment, both for customers and the bank.

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Issued by The Hong Kong and Shanghai Banking Corporation Limited.