Sales and service officer

Job Description:

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your 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

HSBC aims to be the international bank of choice for affluent customers, supporting their domestic and international banking, and holistic wealth management needs. We help 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 support individuals, families, business owners, investors and entrepreneurs around the world.

• The role is primarily a customer facing role servicing customers. Professionalism, communication skills, demonstrating empathy while maintaining a clear customer focus and a broad understanding of the fundamentals of service, Coupled with needs based sales planning are critical to the success of the business. The role holder has a responsibility to be the face of the bank when the customer walks in the branch for his service or banking needs.
  
  They need to understand customer needs with a view to upgrade existing customers to appropriate propositions and cross sell IWPB product and services. The job holder is required to identify referrals for financial planning needs and to referrals to a specialist as required. The job holder is required to provide a high-quality and holistic service with prompt completion of customer service request with a focus on deepening the customer relationship essential to drive customer loyalty and increase the wallet share of HSBC.
• Completing full customer reviews and understanding customer needs whether immediate or future is a key part of this role. The role holder will respond to a combination of ‘walk-in’ customers and creating opportunities from centrally created contact list both being the main sources of their activity. The role holder will need to understand and deliver the standards of service quality required maintaining published service level agreements.
  
  The facilitation of approval of facilities in accordance with credit policy and lending guidelines will also be required to ensure the jobholder can meet all of the customer’s needs. Ownership of customer relationships is vital along with the ability to coach and develop other team members towards ensuring the Target Operating Model (TOM) as defined by Group is implemented.
• On a selected and business needs base the jobholder also might service Premier Customer requiring the necessary Premier trainings and accreditation. Equally on a selected base and aligned with business needs the job holder is servicing Advance and Personal Banking customers with limited face to face contact. These priorities are reflected in individual Balanced Scorecards and form the exception.

• 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
• An broad knowledge of financial planning and defining customer’s 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.
• Accuracy of service delivery
• Strong verbal and written communication skills. Provide clear, consistent, and factual information to clients , ensuring accuracy and transparency in all verbal and written communication
• Brand representation: represent HSBC professionally in every client interaction by demonstrating integrity , empathy & adherence to the bank’s service values & brand promise
• Customer engagement and relationship management
• Resolution & ownership
• Sales quality & continuous improvement
• Proven ability in making lending decisions in accordance with bank policy and guidelines
• A clear understanding of how…