Custmer Due Diligence & Onboarding Analyst, Comm. Banking

Job description

Customer Due Diligence & Onboarding Analyst, Comm. Banking

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Business Descriptor:

HSBC Commercial Banking serves millions of businesses ranging from small, to large corporates, providing commercial customers with a full range of banking services including Global Trade and Receivables Finance, RMB solutions, multi-currency business accounts, payments and cash management, and wealth management and insurance, , as well as a comprehensive range of financing solutions.

With dedicated Relationship Managers and Product Specialists providing local support and advice in over 60 countries and territories, HSBC helps connect customers to opportunities


Principal Responsibilities

This role is responsible for the management of the client onboarding experience, expectations and communications following the completion of the sale by the Relationship Manager (RM). It also coordinates the onboarding process, including the collection of client information required to complete the Client Due Diligence (CDD) profile, to the point where the client has an active cash account and channel access.

The role will ensure client expectations are set against defined Service Level Agreements (SLAs) and these SLA's are visible & managed across all functions.

· Coordinate the client onboarding cases from initiation to the point the client cash account is open and HSBC Net channels access has been provided
· Manage new to bank client onboarding and existing client CDD process's to defined SLAs, ensuring any risks to the timescales are escalated to the Team Leader and Relationship Manager
· Liaise with the client to gather detailed client information and supporting documentation required to complete the CDD profile including Financial Crime Risk Review (FCRR) and Know Your Customer (KYC)
· Review and check for completeness of CDD information and supporting documentation before submitting the case to CDD Operations for review and approval
· Act as a point of escalation for Service Delivery and escalate a case to the Relationship Manager if the client is not cooperating
· Take ownership for the development of an onboarding plan and the creation of the client application pack
· Manage the client experience throughout the onboarding of new to bank clients and the CDD refresh for existing clients; maintaining the highest standard of excellence in customer service and answer client queries as and when they arise
· Request and follow-up with the client for outstanding information and documentation; including KYC/CDD and signed account opening documents
· Handle requests for additional information from CDD Operations and liaise further with the client as required
· Ensure Customer Turn Around Times (TAT) are agreed, and the associated SLA's are visible and managed with all involved parties
· Ensure the client is able to successfully activate the cash account and is in receipt of the ‘tools' required for channel access
· Maintain an environment in which compliance and risk control are a key performance criteria
· Control of workflow processes, adhering to all associated procedures
· Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above

Desired profile

Qualifications/Requirements:

· Minimum 3+ Years of experience
· Commercial banking knowledge
· Commercial awareness
· A record of successful accomplishment in providing consistently outstanding customer service.
· Language requirements (based on local needs)
· Proven track record in a client focused environment
· Proven record of delivery within challenging timescales


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