Client Onboarding Officer

Job description

The Client on boarding Officer role is based within the Jersey Corporate and Commercial Centre, part of the sector on boarding Teams for Channel Islands & Isle of Man Commercial Banking (CMB) business.

The role of the Client on boarding Officer is to provide a highly professional on boarding service working closely with CMB Relationship Managers to open all new accounts and associated facilities.

HSBC provides financial services solutions to Mid-Market Enterprises (MME) with sophisticated domestic and cross border banking requirements in a variety of industry sectors all over the world. Leveraging the strength, scope and expertise of our global product network, HSBC is positioned as an essential partner to customers seeking to maximise their potential internationally, offering streamlined business access to HSBC's international network and broad range of market leading banking products and services.

The Mid-Market Enterprise (MME) Client Service Support role assists Relationship Managers (RMs) with servicing support for customers, acting as a focal point for customer queries and completing requests or acting as a referral point to the appropriate execution team.

Your responsibilities will include:
· To assist Commercial Banking (CMB) Commercial and Corporate team to grow the business by 20%+ pa by delivering a world class on boarding service. The majority of work will come from our CMB Trust & Intermediary team.
· Ensure all Account opening paperwork is prepared, processed to the required standard and within the agreed Service Level Agreements.
· Be proactive and show initiative to resolve all issues within own area of responsibility, challenging when appropriate, and referring to colleagues, compliance when required.
· Provide appropriate help and guidance to all Relationship Managers, particularly the Trust & Intermediary team.
· To continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.
· Provide excellent customer service at all times
· Work collaboratively with the wider team
· Focus on the end user at all times: HSBC customer, internal or external
· Own and resolve issues with all stakeholders or customers and escalate where appropriate
· Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets
· Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making
· Take personal responsibility for understanding and agreeing performance expectations, completing the necessary mandatory training and developing the levels of capability and competence needed to be effective in the role
· Contribute to team development, effectiveness and success by sharing knowledge and good practice, working collaboratively with others to create a productive, diverse and supportive working environment
· Suggest ideas and contribute to implementing actions that will improve customer service, quality or the way teams and individuals work together
· Adhere to HSBC policy, procedures and control requirements applicable to day-to-day working, exceptional and project activities, and raise any concerns about actual or potential issues promptly, in line with reporting and escalation procedures
· Continuously monitor, gather information from relevant sources to assess potential impacts and identify risks, necessary changes and business opportunities
· Apply policies, procedures, practices and standards to their allocated tasks, taking responsibility for their own actions, to ensure the achievement of high levels of quality, effective risk management and regulatory compliance

Desired profile

The ideal candidate for this role will have:

·  Relevant product knowledge including knowledge of Browser Main Menu (BMM) is desirable but not essential
·  Experience working in relevant environments, i.e. Client on boarding Know Your Customer (KYC) / Customer Due Diligence (CDD) processes is desirable but not essential
·  Experience working in relevant market, context, i.e. Commercial, or Corporate Banking is desirable but not essential
·  Past working experience in a relevant role, i.e. on boarding clients & financial crime compliance is desirable but not essential
·  Previous experience of delivering an excellent customer service
·  An open, flexible and supportive approach to change and innovation
·  Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
·  Experience of personally complying with business processes, rules and regulations
·  Experience of building effective customer relationships which create customer advocacy

The base location for this role is Jersey, Guernsey or the Isle of Man

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.